Telesales Manager

Location : Gurugram

Department: Customer Service & Telesales

Company:Our Shopee India

Experience :

Telesales Manager

Role Overview

Telesales Manager

Key Responsibilities

• Design and implement effective telesales strategies to achieve business goals.
• Drive team performance through outbound calling, lead nurturing, and conversion optimization.
• Own telesales revenue targets and lead your team to meet and exceed them consistently.
• Analyze KPIs such as conversion rate, lead utilization, AHT, and revenue per agent.
• Continuously optimize sales scripts, call flows, and CRM workflows to improve performance.

• Lead, manage, and grow a team of telesales supervisors and executives.
• Conduct performance reviews, provide coaching, and manage development plans.
• Foster a positive, target-oriented, and accountable team culture.
• Oversee recruitment, onboarding, and training of new telesales staff in coordination with HR.

• Ensure adherence to SLA metrics such as call handling time, lead turnaround, and customer follow-ups.
• Enforce compliance with telesales scripts, data privacy, and quality standards.
• Monitor team attendance, productivity, and discipline, and take corrective actions as needed.

• Generate and present sales reports (daily/weekly/monthly) to senior leadership.
• Identify performance gaps, root causes, and actionable improvement plans.
• Monitor lead performance from marketing campaigns (CTR, conversion, ROI).

• Collaborate with Marketing to optimize lead flow and campaign targeting.
• Coordinate with Customer Service, Logistics, and Buying teams to ensure seamless customer experience.
• Support the Customer Success team in upselling, renewals, and retention strategies.

Key KPIs & Success Metrics

• Sales Conversion Rate (Target: 10–15%)
• Lead Follow-up Completion (100% Utilization)
• Revenue per Agent & Team
• Agent Quota Achievement (Target: 90%)
• Average Handling Time (Balanced with quality)
• Retention Rate of High Performers
• Attendance & Schedule Adherence

Qualifications & Skills

• Bachelor’s degree in Business, Marketing, or a related field (MBA preferred).

• 5+ years of telesales/call centre experience, with 2–3 years in a managerial role.

• Proven track record of managing large telesales teams and achieving sales targets.
• Proficient with CRM systems, sales analytics, and telesales performance tools.
• Strong leadership, coaching, and team-building abilities.
• Excellent analytical, problem-solving, and communication skills.
• Ability to thrive under pressure and lead by example.
• Fluent in English (other regional languages are a plus).

What You’ll Get

• Competitive Salary + High-Performance Incentives 💸
• Health Insurance & Corporate Benefits 🏥
• Travel/Ticket Allowance ✈️
• Monthly and Annual Bonuses 🎁
• Learning & Development Opportunities 📘
• Career Progression in a Growing E-commerce Business 📈
• Recognition Programs & a Collaborative Culture 🌟
• Multicultural Team Environment 🌍

Ready to lead from the front? Apply now or share your resume at : shivangi.tanwar@ourshopee.com