Team Leader – Tele-Calling Team (Kaj Job/ 43)

Job Title: Team Leader – Tele-Calling Team

Role Summary: The Team Leader leads the branch's tele-calling team and is accountable for its day-to-day calling activity, training, lead flow, conversions and reporting. In simple terms, the Team Leader makes sure every tele-caller is making quality calls, is well-trained and well-scripted, always has fresh leads and inactive customers to work on, and is converting those calls into deals — while keeping the CRM clean and the branch's revenue targets on track. The role also includes preparing the call content and scripts the team uses and giving regular feedback by listening to live call recordings.

• Work Assignment & Team Management
  Drive daily tele-calling activity — own the daily call targets and output of the tele-calling team.
  Distribute advertisement-generated calls among the tele-callers and ensure every enquiry is called back and followed through.
  Manage the inactive-customer list — assign dormant accounts to the team and drive a structured revival and re-engagement effort.
• Training & Development
  Product training — provide ongoing, time-to-time product training to the team.
  Objection handling — coach the team to handle customer objections calmly and confidently.
  Price updates — keep the team current on the latest product prices and any revisions.
  Sales pitch — train the team to deliver a sharp, consistent sales pitch.
  Complaint management — equip the team to handle and resolve customer complaints professionally.
  CRM training — train the team to use the CRM correctly and consistently.
  Customer need analysis — guide the team to understand each customer's requirement and match the right solution.
• New Lead Sourcing
  Coordinate with the marketing team to align on campaigns and the flow of incoming leads.
  Coordinate with the branch to capture local opportunities and on-ground requirements.
  Plan advertising needs branch-wise and season-wise so the right campaigns run at the right time.
  Generate fresh leads using data-extraction tools, India MART and other online lead-generation platforms.
• Review
  CRM review — regularly review the CRM activity of the CRE, BDE and Branches. Check overdue and follow up on regular basis Essure no overdue and no follow-up pending.
  Revenue review — analyse team revenue across every angle: advertisement-wise, existing customers, new customers and CRE-wise.
  Forward planning — plan the next month's lead requirements and pipeline in advance.
• Reporting
  Voice of Customer — report customer feedback, complaints and new requirements back to Reporting Manager.
  CRM entry gaps — identify and report gaps in the CRM entries made by the CRE, BDE & BRANCHES.
  Conversion metrics — track and report the lead-to-deal ratio and the deal-to-customer conversion rate of CRE, BDE wise.
  Target achievement — report on how the team is tracking against its targets.
  Individual performance — share person-to-person performance reports for each team member.
  Daily MIS for Telle caller Team - share MIS of performance reports for each team member.
• Content Preparation
  Product rebuttal / re-pitch content — prepare ready-to-use product talking points for the team.
  Objection handling — prepare standard responses for common customer objections.
  Sales script — write and maintain the calling scripts the team follows.
  Complaint handling — prepare scripts and guidance for managing complaints on calls.
  Call audits & feedback — listen to the tele-calling team's call recordings and give them regular, constructive feedback.

Skills & Competencies:
- Strong leadership and team-handling ability.
- Clear communication and the patience to coach, script and develop others.
- Working knowledge of CRM systems and lead-generation tools (India MART, data extractors).
- Solid tele-sales, pitching and objection-handling skills.
- An analytical, review-and-report mindset and good follow-up discipline.
- Able to work with AI (ChatGPT, Claudi ...etc).
- Sound knowledge of MS-OFFICE (Excel, PPT).