Only for FEMALE candidates.
JOB DESCRIPTION
Position: Call Centre Head – Sales & Customer Engagement
Company: Tender Skin International (TSI)
Location: Mumbai | Administrative Office – Malad West
Employment Type: Full-Time
Reports To: Management Team / Back Office Manager
ABOUT TENDER SKIN INTERNATIONAL
With over 35 years of expertise, Tender Skin International (TSI) is a leader in aesthetic dermatology and cosmetology, with centres across Mumbai. The organization utilizes cutting-edge technology, including laser therapy and targeted skin rejuvenation techniques, to deliver safe, effective, and lasting results in skin, hair, pigmentation, and anti-ageing treatments.
At TSI, the focus extends beyond beautiful results to nurturing careers. The organization invests in its people through structured training, mentorship, continuous learning, and global exposure, fostering a culture rooted in ethics, respect, and growth.
ROLE OVERVIEW
TSI is seeking a results-driven Call Centre Head to lead, manage, and develop its calling team. The role requires strong exposure to sales and marketing, along with proven expertise in call centre operations and team training.
The selected candidate will be responsible for calling performance, improving lead conversions and appointment bookings, strengthening service quality, and building a disciplined, motivated, and customer-focused team.
KEY RESPONSIBILITIES
Call Centre Leadership & Management
- Lead and manage the day-to-day operations of the inbound and outbound calling team.
- Set clear individual and team targets for calls, follow-ups, appointments, and conversions.
- Plan shifts, allocate leads, monitor attendance, and ensure adequate calling coverage.
- Create a performance-driven culture built on accountability, discipline, and collaboration.
- Coordinate with clinic, marketing, and management teams to improve lead handling and outcomes.
Training, Coaching & Quality
- Design and conduct structured onboarding, product, process, communication, and sales training.
- Coach team members through call listening, role plays, objection-handling practice, and regular feedback.
- Develop and regularly improve call scripts, sales pitches, FAQs, and service guidelines.
- Monitor call quality and ensure professional, accurate, empathetic, and compliant communication.
- Identify individual and team skill gaps and create suitable improvement plans.
- Ensure that new and existing team members receive continuous training to improve their performance.
Sales, Marketing & Conversion
- Drive the conversion of enquiries and marketing leads into confirmed appointments and bookings.
- Guide the team in consultative selling, cross-selling, package promotion, and lead nurturing.
- Work closely with the marketing team to understand campaign quality, customer segments, and lead sources.
- Analyse lost leads, customer objections, and conversion gaps and implement corrective measures.
- Ensure the achievement of individual and team sales and revenue-support targets.
- Help the calling team improve their sales pitch and ability to communicate the value of treatments and services.
Performance Management & Reporting
- Track call volumes, response time, follow-ups, appointment rates, conversions, and team productivity.
- Conduct daily huddles, regular reviews, and performance coaching sessions.
- Maintain accurate CRM data and submit actionable daily, weekly, and monthly reports.
- Use performance insights to improve processes, scripts, staffing, and campaign outcomes.
- Recognise high performers and provide structured support to underperforming team members.
- Escalate recurring operational, lead-quality, or customer-related concerns to the management.
REQUIRED QUALIFICATIONS
Education & Experience
- Graduate in any discipline; a qualification in Sales, Marketing, Business, or Management is preferred.
- Minimum four years of experience in call centre, telesales, customer support, or inside-sales operations.
- At least two years of hands-on experience leading and training a calling team.
- Strong exposure to sales, marketing, lead conversion, and customer engagement.
- Experience in healthcare, wellness, beauty, aesthetics, hospitality, or another service-led business will be an advantage.
ESSENTIAL SKILLS
- Proven expertise in call centre management – non-negotiable.
- Proven ability to train, coach, and develop a calling team – non-negotiable.
- Strong sales orientation and practical understanding of marketing-led lead conversion.
- Excellent spoken English with confident communication, coaching, and presentation skills.
- Ability to motivate teams, manage targets, and handle difficult performance conversations.
- Strong analytical ability with working knowledge of CRM systems, Excel, and call reports.
- Ability to develop effective calling scripts and sales pitches.
- Sound judgement, problem-solving ability, and customer-first decision-making.
- Ability to manage multiple priorities and remain composed in a target-driven environment.
KEY ATTRIBUTES
- A hands-on leader who can guide the team from the floor and lead by example.
- A confident trainer with patience, clarity, and strong people-development skills.
- Target-driven, commercially aware, and comfortable taking ownership of outcomes.
- Structured, disciplined, and capable of building repeatable processes.
- Energetic, adaptable, and effective in a fast-paced, growing environment.
- Capable of balancing sales performance with a positive customer experience.
- Proactive in identifying problems and implementing practical solutions.
WHAT TSI OFFERS
- Competitive salary package with performance incentives.
- Opportunity to build and lead a high-impact customer engagement function.
- Career growth opportunities within a reputable and expanding organization.
- Supportive culture that values excellence, learning, and collaboration.
- Opportunity to be part of a legacy brand that invests in its people.
APPLICATION PROCESS
Interested candidates are invited to submit their applications through theHRpuzzle:
Email: [email protected]
This is an excellent opportunity to lead a customer engagement team, drive stronger sales outcomes, and build a high-performance calling function within a respected organization.
Tender Skin International is an equal opportunity employer committed to building diverse and inclusive teams.
Pay: ₹35,000.00 - ₹40,000.00 per month
Work Location: In person
