Manager- Inside Sales (Tele-Calling Operations Manager)

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Role Summary

The Manager- Inside Sales (Tele-Calling Operations Manager) will lead a high-performance inside-sales team responsible for converting engaged and leads into applications across all GITAM campuses. This role requires strong leadership in tele-calling operations, script optimization, workflow automation, and team performance management. The manager will act as the bridge between AI-based calling systems, CRM operations, and human counsellors to ensure high conversion rates, consistent quality of interactions, and timely escalation handling.

Key Responsibilities

• Lead and manage a 30 + member tele-calling/inside sales team to drive lead-to- application conversions across all campuses.
• Develop and refine call scripts, pitches, follow-up strategies, and school-specific sales narratives.
• Ensure smooth coordination between AI calling systems and human counsellors for high-intent lead follow-ups.
• Monitor performance through CRM dashboards, track productivity, and enforce follow-up discipline.
• Conduct regular call-quality reviews, coach counsellors, and ensure script adherence.
• Handle student/parent escalations, ensure timely resolution, and collaborate with admissions/marketing teams.

Critical Skills & Competencies

• Strong team leadership, coaching, and performance management abilities.
• Proficiency in CRM systems, tele-calling workflows, and call-monitoring tools.
• Excellent communication, persuasion, and objection-handling skills.
• Ability to analyze lead funnel data and drive data-led improvements.
• High attention to detail, quality assurance orientation, and process discipline.
• Comfort working in fast-paced admissions/EdTech environments with seasonal volume spikes.

Desired Candidate Profile

• Background: Preferably from Higher Education, Education Services, or EdTech with experience in tele-counselling or inside sales operations.
• Experience managing large calling teams (40–50 executives) with proven conversion improvement results.
• Strong exposure to high-volume admissions cycles, lead funnels, and seasonality- driven workflows.
• Hands-on with CRM systems and call-monitoring tools.
• Ability to work in a fast-paced admissions environment with shifting priorities and urgent timelines.

Essential Qualifications

• Bachelor’s degree required; Master’s degree in Management/Education/Edu- Leadership preferred, but not mandatory.
• Min of 8 years of experience in tele-calling operations, inside sales, or admissions operations as Team lead
• Minimum 2–3 years of team leadership/managerial experience in a structured calling setup.
• Experience in script development, sales enablement, and quality monitoring processes.