Team Leader

Job Title: Telecalling Team Leader / Coach / Manager

Department: Sales / Customer Engagement
Location: Ahmedabad (HO)
Reports To: Sales Head / Business Manager

Job Purpose

To lead, train, and motivate the Telecalling team to drive business outcomes such as retailer acquisition, conversion, repeat orders, and overall satisfaction. The role focuses on team performance, quality of calls, training, and CRM discipline.

Key Responsibilities1. Team Management & Coaching

• Supervise daily performance of telecalling executives (Tele Sales / CREs).
• Coach and mentor team on effective communication, product knowledge, and sales techniques.
• Set daily/weekly targets and monitor achievement.
• Conduct regular team huddles, feedback, and performance reviews.

2. Quality Control & Reporting

• Ensure high-quality calls with proper pitch, accurate information, and adherence to process.
• Randomly audit call recordings and provide constructive feedback.
• Maintain and share daily/weekly reports on call volume, conversions, and key KPIs.

3. Training & Development

• Facilitate onboarding training for new telecalling hires.
• Plan and conduct regular refresher training on products, CRM, pitch flow, and objection handling.
• Ensure the team is updated with the latest offers, SKUs, or changes in onboarding process.

4. Process Adherence & Improvement

• Ensure timely data updates in CRM and follow-up actions are recorded properly.
• Identify gaps in pitch, process, or tools and suggest improvements.
• Collaborate with Sales, Product, Dispatch, and Tech teams for seamless execution.

5. Motivation & Discipline

• Motivate team to maintain enthusiasm and ownership.
• Address any behavioral or performance issues promptly.
• Promote a culture of accountability, integrity, and customer focus.

KPIs (Key Performance Indicators)

• Retailer conversion rate from call to onboarding.
• Daily call productivity and effective talk time.
• CRM update accuracy and discipline.
• Team retention and training completion.
• Call quality scores (audit-based).
• Repeat order trigger rate and upselling.

Qualifications & Experience

• Graduate in any Agri background.
• 4–6 years of experience in Tele Sales, Customer Service, or Call Center management.
• Prior experience in managing a sales/telecalling team is preferred.
• Familiarity with agriculture sector or rural customer engagement is a plus.

Skills & Attributes

• Strong team leadership and people management.
• Excellent communication and listening skills.
• Target-driven, motivational, and solution-oriented.
• Proficient in MS Excel, Google Sheets, and CRM software.
• Fluent in Hindi and Gujarati; English preferred.

Job Type: Full-time

Pay: ₹40,000.00 - ₹75,000.00 per month

Benefits:

• Commuter assistance
• Health insurance
• Leave encashment
• Paid sick time
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

Education:

• Diploma (Required)

Experience:

• total work: 3 years (Required)

Work Location: In person