Manager -Telesales (Telecalling)

KrazyBee; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

KrazyBee in Bangalore seeks a Manager with 7+ years of experience to lead a quality-driven team, drive KPI targets, and oversee roaster management, attrition control, and productivity metrics.

You will motivate staff, conduct regular reviews, coach operators to meet KRAs, manage the telesales process, and publish daily performance reports. Strong communication, leadership, and Excel/data skills are essential.

Qualifications

• 7+ years of experience in a managerial role.
• Graduate education.
• Excellent communication and leadership skills.
• Strong knowledge of sales processes and KPI management.
• Experience with telesales and team management.

Responsibilities

• Deliver KPI targets and manage Quality, Attrition, and roaster management.
• Lead and motivate a quality team with strong product and process knowledge.
• Manage the Sales process.
• Ensure achievement of Quality targets as per business needs.
• Ensure agents meet individual and team KPIs through regular meetings.
• Monitor attendance and attrition.
• Oversee login hours, productivity, and AHT.
• Conduct daily/weekly/monthly reviews and provide feedback.
• Coach operators to meet KRAs and track month-to-date targets.
• Address payroll and personnel issues.
• Monitor collection agent productivity and weekly reviews with executives.
• Oversee telesales process flow.
• Prepare and publish daily performance reports.

Skills

Excellent communication

Leadership

Negotiation skills

Data management

Excel

Education

Graduate

Tools

Excel

Job description

Role:Manager

Experience : 7 + years

Location : Bangalore

Education : Graduate

Roles & Responsibilities:

• Should deliver the KPI as required and maintain self KPI like Quality, Attrition, Shrinkage and roaster management.
• Should manage and motivate a quality team with good product and process knowledge
• Manage the Sales process
• Ensure that achieving Quality target based on the business requirement.
• Ensure agents are delivering individual targets and KPI by having team meetings on a regular basis with direct reports.
• Manage absentee & attrition control at all level in team.
• Ensuring respective KRA’s in terms of Login hours, Productivity, AHT and monitor
• Conducting review on daily /weekly & monthly basis and share the feedback
• Ensure target set to an Individual for Achieving KRA and MTD kept amount target from the month to date and train operators to meet all individual KRA’s.
• Ensure actions are taken and monitored on personnel and payroll issues.
• Manage by fixing productivity parameters for collection Agents, monitoring performance against set parameters and Weekly review with the executives.
• Responsible for smooth flow of process relating to Telesales.
• Prepare and publish report on daily basis the team performance.

Skillsets :

• Excellent communication skills, high motivational level & achievement oriented.
• Negotiation Skills and driving results in a high-performance environment.
• Demonstrated ability to lead from the front.
• Strong Leadership Skills, Clarity of thought and perseverance.
• Working knowledge of computers, Excel, data management end-end.

Key Responsibilities:

• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Motivate team members
• Discover training needs and provide coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Encourage creativity and risk-taking
• Suggest and organize team building activities