Team Lead (Inbound & Outbound Business)

Key Responsibilities

1. Revenue & Conversion Management (IB + OB)

Achieve monthly revenue targets across inbound & outbound business channels.

Drive conversions through strong sales coaching, follow-ups, and objection handling.

Monitor the complete conversion funnel:

Lead Business Call Follow-up Appointment Revenue.

Evaluate lead quality and coordinate with Digital Marketing for improvement.

2. Lead Management & Follow-Up Discipline

Ensure 100% lead dialling and follow-up as per SLA.

Enforce the 7-attempt structure for Not Connected leads (Outbound).

Track follow-up ageing and ensure no lead is left unattended

Reduce lead leakage and improve lead response time for hot leads.

3. Inbound Call Handling & Service Excellence

Achieve SLA for inbound call answering and reduce abandon rates.

Ensure service calls, complaints, and escalation cases are handled within TAT.

Maintain empathy, call control, and customer satisfaction (CSAT).

4. Workforce & Performance Management

Manage daily attendance, discipline, shift adherence, and break compliance.

Create monthly rosters, staffing plans, and availability for peak hours.

Conduct daily team huddles for performance review and action plans.

5. CRM Discipline & Data Accuracy

Ensure accurate selection of Call Type, Category, Business/Non-Business, & Dispositions.

Ensure all appointments are booked through CRM with correct tagging.

Maintain high quality of data entry to avoid booking errors and patient complaints.

6. Reporting & MIS

Maintain daily/weekly/monthly trackers for:

Revenue

Follow-ups

Lead ageing

Conversion %

Abandon rate

AHT / ART

Advisor productivity

Work with MIS team to reconcile revenue, incentive data, and dashboards.

7. Training, Quality & Coaching

Monitor calls (live + recorded) to identify advisor skill gaps.

Conduct training on sales pitch, call flow, empathy, and objection handling.

Coordinate with QA/Training team for refresher modules and development plans.

Drive improvement in quality scores and CSAT results.

8. Process Compliance

Ensure adherence to all SOPs for appointment booking, home visit routing, CRM usage, and escalation handling.

Reinforce mandatory protocol for capturing alternate numbers, test details, and patient information.

Ensure compliance with home-visit process (no direct booking by phlebo, CRM-based routing).