1. Lead Management
- Handle incoming and outgoing customer calls regarding new car enquiries.
- Distribute fresh leads among Junior Telecallers.
- Ensure all leads are contacted within the prescribed response time.
- Follow up with customers regarding quotations, test drives, bookings, finance, exchange, and delivery.
- Maintain proper records of every customer interaction in the CRM/lead-management system.
- Identify hot, warm, and cold leads and prioritize follow-ups accordingly.
- Reconnect with old, lost, and pending leads to generate fresh opportunities.
2. Team Supervision
- Supervise and guide the team of Junior Telecallers.
- Allocate daily leads and calling targets to team members.
- Monitor individual and team performance.
- Conduct daily briefings regarding targets, campaigns, offers, and new models.
- Listen to calls and provide feedback on communication and sales techniques.
- Train new telecallers on products, call handling, CRM usage, and follow-up processes.
- Motivate the team to achieve monthly enquiry, appointment, test-drive, and booking targets.
- Handle attendance, punctuality, discipline, and basic performance-related issues.
3. Customer Appointment & Test-Drive Conversion
- Convert enquiries into showroom visits and test drives.
- Ensure scheduled appointments are properly followed up.
- Coordinate with Sales Executives regarding customers expected at the showroom.
- Track whether appointments actually resulted in showroom visits.
- Follow up with customers who missed or cancelled appointments.
4. Sales Follow-Up
- Monitor customers at different stages of the sales funnel.
- Ensure timely follow-up after quotations and test drives.
- Follow up on pending bookings, finance approvals, exchange evaluations, and documentation.
- Coordinate with Sales Managers/Executives for high-potential customers.
- Escalate important or difficult customer cases to the appropriate senior.
5. Daily Reporting & MIS
Prepare and maintain daily/weekly/monthly reports covering:
- Total leads received
- Leads contacted
- Calls made
- Connected calls
- Customer responses
- Appointments generated
- Test drives booked
- Showroom visits
- Quotations generated
- Bookings generated
- Lost/pending leads
- Follow-up status
- Telecaller-wise performance
6. Target & Performance Management
- Set daily and monthly calling and conversion targets for Junior Telecallers.
- Track achievement against targets.
- Identify underperforming team members and provide coaching.
- Analyze reasons for low conversion.
- Develop action plans to improve team performance.
- Share performance reports with the Sales Manager/Showroom Management.
7. Customer Database Management
- Ensure customer information is accurate and updated.
- Prevent duplicate or incorrectly assigned leads.
- Maintain proper follow-up remarks and next-call dates.
- Keep the database organized for future campaigns.
- Ensure no genuine enquiry is left unattended.
8. Campaign & Marketing Support
- Make outbound calls for promotional campaigns, new model launches, exchange offers, finance schemes, service campaigns, and showroom events.
- Inform customers about current offers accurately.
- Coordinate with the marketing/sales team during lead-generation campaigns.
- Track campaign-wise lead and conversion performance.
9. Coordination with Sales Team
- Work closely with Sales Executives, Sales Managers, Finance/Insurance teams, and CRM personnel.
- Transfer qualified/hot leads to the appropriate Sales Executive.
- Ensure proper handover of customer requirements.
- Track the outcome of leads handed over to Sales.
- Maintain feedback between the telecalling and sales teams.
10. Quality & Process Control
- Ensure Junior Telecallers follow the approved calling script and company process.
- Maintain professional communication standards.
- Monitor call quality and customer handling.
- Ensure customers receive correct information about vehicle prices, variants, offers, finance, exchange, and availability.
- Protect customer information and maintain confidentiality.
Pay: ₹14,000.00 - ₹20,000.00 per month
Benefits:
Experience:
- Telemarketing: 2 years (Preferred)
Location:
- Howrah, West Bengal (Required)
Work Location: In person
