Inside Sales-Manager

Bennett Coleman & Co Ltd (The Times Of India); India; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Bennet Coleman & Co Ltd (The Times Of India) is seeking a Tele Sales Leader to own renewals and new sales through the tele channel. You will manage productivity, training, and governance, coordinating with HR, lead-gen, and corporate teams to boost conversions, recovery, and overall tele sales effectiveness.

The role requires experience in tele sales, renewal targets, and team leadership, with a strong focus on data-driven decision making and process improvement.

Qualifications

• Graduate with 5–8 years of relevant work experience in tele sales, renewals, CRM or contact center operations.
• Experience in media, BFSI, telecom, insurance, utilities, or subscription-led businesses preferred.
• Prior responsibility for renewal targets, agent productivity, and manpower planning is a strong advantage.
• Must have team handling experience.

Responsibilities

• Own tele sales contribution towards on-time and post-expiry renewals.
• Develop calling strategies aligned with customer expiry and renewal cycles.
• Drive recovery of lapsed customers through structured calling, follow-ups and targeted campaigns.
• Lead fresh-lead conversion through effective calling processes, pitch quality and follow-up mechanisms.
• Track performance against targets and identify gaps and corrective actions.
• Partner with lead-source teams to improve lead quality and conversion outcomes.
• Manage the performance and productivity of the tele sales/tele caller team.
• Define and track individual and team-level productivity metrics.
• Conduct regular performance reviews and implement improvement plans for underperforming agents.
• Drive monthly training, refresher sessions, coaching and floor-level engagement initiatives.
• Build a high-energy, target-oriented and customer-focused tele sales environment.
• Identify and replicate successful practices across the team.
• Ensure availability of approved tele sales manpower in line with business requirements.
• Manage the complete manpower funnel: sourcing selection recruitment joining induction OJT deployment.
• Work closely with HR and recruitment vendors to minimize vacancy periods and attrition.
• Ensure new agents are adequately trained and business-ready within defined timelines.
• Monitor manpower requirements based on volumes, productivity and business projections.
• Own daily, weekly and monthly MIS covering: On-time renewals, Post-expiry renewals, Fresh lead conversions, Agent productivity, Attendance and manpower, Conversion and recovery ratios, Analyze performance trends and provide actionable insights to business leadership.
• Develop dashboards and performance trackers to enable data-driven decision-making.
• Ensure accuracy, timeliness and completeness of all operational reports.
• Share periodic performance updates and best practices with corporate stakeholders.
• Identify opportunities to improve tele sales processes, scripts, calling strategies and follow-up mechanisms.
• Drive initiatives to improve conversion, productivity and customer retention.
• Monitor adherence to defined processes and quality standards.
• Collaborate with cross-functional teams to resolve operational bottlenecks.
• Document successful initiatives and enable replication across locations/teams.

Skills

Tele sales

Renewals

CRM systems

Team management

Education

Graduate

Tools

CRM software

Job description

Role:

The role will be responsible for driving renewal and fresh-sales performance through the tele sales channel, with end-to-end ownership of tele caller productivity, manpower planning, training, performance management, MIS and operational governance. The position will work closely with business, HR, lead-generation and corporate teams to improve customer conversion, renewal recovery and overall tele sales effectiveness.

Responsibilities:

1. Business & Revenue Delivery

• Own tele sales contribution towards on-time and post-expiry renewals.


• Develop calling strategies aligned with customer expiry and renewal cycles.


• Drive recovery of lapsed customers through structured calling, follow-ups and targeted campaigns.


• Lead fresh-lead conversion through effective calling processes, pitch quality and follow-up mechanisms.


• Track performance against targets and identify gaps and corrective actions.


• Partner with lead-source teams to improve lead quality and conversion outcomes.

2. Tele sales Team & Productivity Management

• Manage the performance and productivity of the tele sales/tele caller team.


• Define and track individual and team-level productivity metrics.


• Conduct regular performance reviews and implement improvement plans for underperforming agents.


• Drive monthly training, refresher sessions, coaching and floor-level engagement initiatives.


• Build a high-energy, target-oriented and customer-focused tele sales environment.


• Identify and replicate successful practices across the team.

3. Manpower Planning & Recruitment

• Ensure availability of approved tele sales manpower in line with business requirements.


• Manage the complete manpower funnel: sourcing selection recruitment joining induction OJT deployment.


• Work closely with HR and recruitment vendors to minimize vacancy periods and attrition.


• Ensure new agents are adequately trained and business-ready within defined timelines.


• Monitor manpower requirements based on volumes, productivity and business projections.

4. MIS, Analytics & Performance Governance

• Own daily, weekly and monthly MIS covering:


• On-time renewals


• Post-expiry renewals


• Fresh lead conversions


• Agent productivity


• Attendance and manpower


• Conversion and recovery ratios


• Analyze performance trends and provide actionable insights to business leadership.


• Develop dashboards and performance trackers to enable data-driven decision-making.


• Ensure accuracy, timeliness and completeness of all operational reports.


• Share periodic performance updates and best practices with corporate stakeholders.

5. Process Improvement & Governance

• Identify opportunities to improve tele sales processes, scripts, calling strategies and follow-up mechanisms.


• Drive initiatives to improve conversion, productivity and customer retention.


• Monitor adherence to defined processes and quality standards.


• Collaborate with cross-functional teams to resolve operational bottlenecks.


• Document successful initiatives and enable replication across locations/teams.

Preferred Candidate Profile:

• Graduate with minimum 5-8 years of relevant work experience in tele sales, renewals, CRM, CRM or contact center operations.


• Experience in media, BFSI, telecom, insurance, utilities, or subscription-led businesses preferred.


• Prior responsibility for renewal targets, agent productivity, and manpower planning is a strong advantage


• Must have team handling experience.