Senior Telecaller

About iThink Logistics :

iThink Logistics is a technology-driven courier aggregator company that helps e-commerce sellers manage their shipping operations through multiple courier partners across 26,000+ pin codes in India.

Location: Goregaon, Mumbai

Experience: 3–5 Years

Job Overview :

We are looking for a responsible and organized Telecaller Team Lead to manage and supervise the telecalling team, ensure smooth day-to-day operations, maintain calling quality, and achieve assigned productivity targets. The ideal candidate should have strong team-handling, communication, problem-solving, and reporting skills, with the ability to monitor performance and ensure adherence to established processes.

Key Responsibilities

• Team Management: Supervise, guide, and support the telecalling team to ensure smooth daily operations.
• Task Allocation: Distribute calling lists, assign responsibilities, and monitor completion within defined timelines.
• Performance Monitoring: Track daily calling activity, team productivity, follow-ups, and individual performance.
• Call Quality Monitoring: Review calls to ensure professional communication, accuracy of information, and adherence to company guidelines.
• Training & Coaching: Train team members on calling processes, communication etiquette, customer handling, and system usage.
• Process Adherence: Ensure the team follows standard operating procedures, calling scripts, and defined workflows.
• Customer Communication: Guide team members in handling customer queries, providing accurate information, and managing escalations professionally.
• Reporting & MIS: Prepare and maintain daily, weekly, and monthly reports on calling activity, productivity, pending tasks, and team performance.
• CRM & Data Management: Ensure accurate data entry, call status updates, follow-up records, and maintenance of calling databases.
• Issue Resolution: Address operational challenges faced by team members and escalate unresolved issues to the concerned department.
• Attendance & Discipline: Monitor team attendance, punctuality, work allocation, and adherence to schedules.
• Continuous Improvement: Identify process gaps and implement measures to improve calling efficiency, quality, and overall team productivity.

Who Can Apply?

• 3–5 years of experience in telecalling, customer support, customer service, or calling operations.
• Excellent verbal communication and interpersonal skills.
• Strong team management, coordination, and problem-solving abilities.
• Experience in call monitoring, performance tracking, and preparing MIS reports.
• Working knowledge of MS Excel, CRM software, and calling systems.
• Ability to manage workloads, prioritize tasks, and meet productivity targets.
• Strong organizational skills and attention to detail.
• Experience in logistics, courier services, e-commerce, or customer support operations will be an added advantage.

Key Performance Indicators (KPIs)

• Team productivity and completion of assigned calling tasks.
• Call quality and adherence to communication standards.
• Accuracy of customer information and system updates.
• Timely completion of follow-ups and pending tasks.
• Compliance with standard operating procedures.
• Resolution and escalation of customer queries within defined timelines.
• Accuracy and timely submission of MIS reports.
• Team attendance, punctuality, and overall performance.

Pay: Up to ₹30,000.00 per month

Work Location: In person