Assistant Manager - Telesales

Policybazaar; Pune District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Policybazaar is seeking an experienced Assistant Manager - Telesales in Pune to lead a busy telesales team and drive day-to-day B2C sales targets. You will manage performance, coach staff, and ensure adherence to processes, quality standards, and compliance while coordinating with internal stakeholders to resolve issues and optimize revenue.

The role focuses on team leadership, performance analytics, and continuous improvement through coaching and structured feedback, delivering superior

Qualifications

• Experience leading a telesales team and driving target achievement.
• Proven ability to monitor KPIs like calls, conversion, and revenue.
• Strong coaching, feedback, and performance improvement skills.

Responsibilities

• Lead and manage a team of Telesales Representatives to meet SLAs and satisfaction targets.
• Drive day-to-day B2C sales targets and ensure consistent performance.
• Set objectives, implement calling and sales strategies to maximize conversions.
• Monitor metrics such as calls, productivity, conversion, revenue, and target achievement.
• Ensure adherence to sales processes, quality standards, compliance guidelines, and performance metrics.
• Track schedules, attendance, productivity, and staffing needs.
• Conduct team huddles, performance reviews, and one-on-one discussions.
• Provide feedback, coaching, mentoring, and on-the-job training.
• Analyze performance reports and implement corrective actions as needed.
• Handle escalations and support the team in resolving complex queries.
• Coordinate with internal stakeholders and clients to address issues and requirements.
• Ensure audit and compliance issues are tracked and resolved in time.
• Act as main contact for business queries and escalations.
• Drive initiatives to improve sales productivity and revenue performance.
• Maintain discipline and adherence to policies and attendance standards.
• Prepare MIS and performance reports for management.

Skills

Team leadership

Telesales

Performance management

Coaching

Communication

Tools

MS Excel

Job description

Key Responsibilities Assistant Manager | Telesales

• Lead and manage a team of Telesales Representatives, ensuring smooth day-to-day operations, achievement of SLAs, and high levels of employee and customer satisfaction.
• Drive and monitor day-to-day B2C sales targets, ensuring consistent achievement of individual and team performance goals.
• Oversee daily team activities, set clear performance objectives, and implement effective calling and sales strategies to maximize conversions.
• Monitor key performance metrics such as calls, productivity, conversion, revenue, and target achievement to ensure the team meets defined business expectations.
• Ensure adherence to agreed sales processes, quality standards, compliance guidelines, and performance metrics.
• Track team schedules, attendance, productivity, and staffing requirements to ensure optimal workforce utilization.
• Conduct regular team huddles, performance reviews, and one-on-one discussions to identify gaps and drive continuous improvement.
• Provide regular feedback, coaching, mentoring, and on-the-job training to enhance team performance and sales capabilities.
• Analyse performance reports and identify areas of improvement, implementing corrective action plans wherever required.
• Handle customer escalations and support team members in resolving complex customer queries effectively.
• Coordinate with internal stakeholders and clients to address business-related issues, operational requirements, and performance concerns.
• Ensure all audit and compliance-related issues are identified, tracked, and resolved within the defined timelines.
• Act as the key point of contact for business-related queries, escalations, and operational challenges within the assigned team.
• Drive initiatives to improve sales productivity, lead conversion, customer experience, and overall revenue performance.
• Maintain strong team discipline and ensure adherence to organizational policies, processes, and attendance standards.
• Prepare and share regular MIS and performance reports with management, highlighting achievements, challenges, and action plans.
• Identify high performers and support talent development while taking appropriate performance improvement measures for underperforming team members.
• Collaborate with Training, Quality, Operations, and other internal teams to ensure seamless execution of business requirements.