Tele Marketing Manager

Role Overview

The Tele Marketing Manager will lead the entire tele-sales, retention, and support team.

This role involves team management, lead distribution, Ozonetel operations, RTO/NDR management, reporting, coordination with logistics/warehouse teams, and process building.

Key Responsibilities

1. Team Management & Leadership

• Lead, coach, and mentor telecallers.
• Conduct daily huddles, set KPIs, track performance.
• Manage attendance, productivity, and discipline.
• Hire and train telecallers.

2. Lead Management & Distribution

• Manage incoming leads from website, ads, WhatsApp, inbound, and abandoned carts.
• Distribute leads based on caller skill, category, and performance.
• Maintain TAT for fresh lead contact.
• Ensure 100% coverage and avoid leakage.

3. Ozonetel Management

• Manage call flows, IVR, routing, queues, and dispositions.
• Track metrics like attempts, connections, drops.
• Monitor agent status and productivity.
• Troubleshoot issues and maintain call recordings and dashboards.

4. Sales & Retention Management

• Achieve daily/weekly/monthly revenue targets for Purely Yours & Herby Angel.
• Improve conversion %, retention %, ticket size.
• Coordinate with Ayurveda doctors for prescription-led sales.
• Manage retention cycles 710 days before replenishment.

5. Customer Support & Query Resolution

• Resolve product, dosage, delivery, refund, and service-related queries.
• Coordinate with doctors for medical queries.
• Track CSAT and implement improvements.

6. Logistics & Fulfilment Coordination

• Work with warehouse & partners for dispatch accuracy and timelines.
• Monitor delayed dispatches, missing orders, and wrong shipments.

7. RTO & NDR Management

• Recover shipments through NDR follow-ups.
• Reduce RTO by improving address validation and customer confirmation.
• Track courier performance and escalate issues.

8. Reporting & Analytics

• Maintain dashboards for revenue, conversions, retention, and calls.
• Prepare weekly MIS for management.
• Use data to identify gaps and implement solutions.

9. Process Improvement & SOPs

• Create SOPs for scripts, order booking, Odoo updates, retention flows, NDR handling, and refunds.
• Train team on processes and new updates.

Required Skills & Competencies

Must-Have:

• 4–6 years experience in tele-sales or call-center operations.
• Minimum 2 years managerial/team leader experience.
• Strong command of telecalling metrics and performance drivers.
• Experience with Ozonetel or similar telephony systems.
• Strong analytical and reporting skills.
• Fluency in Hindi and English.

Key Attributes:

• Strong leadership and people management.
• Calm, problem-solving mindset.
• High ownership and accountability.
• Strong follow-up and coordination.
• Process-driven with attention to detail.

Education

Graduate degree preferred; certifications in CX/operations are a bonus.

Compensation

Competitive salary + performance incentives.

Work Schedule

6 days a week; 8–8.5 hour rotational shifts.

Why Join Us?

• Lead a growing tele-marketing division.
• Build systems and processes from ground up.
• High-impact role in a fast-scaling D2C brand.
• Work with cross-functional teams including marketing, logistics, and doctors.