Job Summary
The Telecaller Head will be responsible for leading and managing the telecalling team, ensuring effective customer engagement, lead generation, appointment scheduling, and achieving branch business targets. The role involves team supervision, performance monitoring, training, and coordination with sales and operations teams to maximize conversions.
Key ResponsibilitiesTeam Management
- Lead, supervise, and motivate the telecalling team.
- Assign daily calling targets and monitor performance.
- Conduct regular team meetings and performance reviews.
- Recruit, train, and mentor telecallers to improve productivity.
Lead Generation & Customer Engagement
- Ensure timely follow-up of customer leads.
- Monitor customer interactions and maintain service quality.
- Develop strategies to improve customer response and conversion rates.
- Handle escalated customer queries and complaints.
Performance Monitoring
- Track daily, weekly, and monthly telecalling metrics.
- Prepare and submit performance reports to management.
- Analyze conversion rates and identify areas for improvement.
- Ensure achievement of appointment booking and business targets.
Process & Compliance
- Ensure adherence to company policies and calling standards.
- Maintain accurate customer records in CRM/software.
- Monitor call quality and implement corrective actions when required.
Coordination
- Work closely with Branch Managers, Sales Teams, and Operations Teams.
- Coordinate marketing campaigns and customer outreach activities.
- Support business expansion initiatives through effective telecalling operations.
Eligibility Criteria
- Graduate in any discipline.
- Minimum 3–5 years of experience in telecalling/customer service.
- Minimum 1–2 years of experience in a Team Leader/Telecaller Head role.
- Experience in Gold Buying, Financial Services, Banking, Retail, or Customer Service industries preferred.
Required Skills
- Strong leadership and team management skills.
- Excellent communication skills in Telugu, English.
- Good analytical and reporting abilities.
- Customer-focused approach.
- Proficiency in MS Excel and CRM software.
- Strong problem-solving and decision-making skills.
Key Performance Indicators (KPIs)
- Team productivity and attendance.
- Number of calls made per day.
- Lead conversion ratio.
- Appointment booking achievement.
- Customer satisfaction levels.
- Branch business contribution through telecalling activities.
Pay: ₹20,000.00 - ₹30,766.31 per month
Benefits:
- Cell phone reimbursement
- Internet reimbursement
- Provident Fund
Work Location: In person
