Calling Team Leader & Lead Conversion

Job Title: Calling Team Leader Telecalling & Lead Conversion

Company: Animal Health Pathology Lab (AHPL)

Department: Sales & Customer Support / Telecalling

Experience: 3-6 Years

Employment Type: Full Time

Location: Kolkata

Industry: Veterinary Healthcare / Diagnostic Services

Job Summary

We are looking for an experienced Calling Team Leader to manage and supervise our Telecalling & Lead Conversion Team.

The candidate will be responsible for handling incoming customer queries, systematically distributing leads among team members, monitoring every call, ensuring timely follow-ups, and driving lead-to-confirmation conversion.

The ideal candidate should have strong team handling, telecalling, sales conversion, customer relationship management and follow-up skills.

Key Responsibilities

* Manage and supervise the complete Telecalling / Customer Query Team.

* Receive and monitor all incoming customer queries and leads.

* Distribute leads among team members systematically and ensure that every lead is attended to promptly.

* Monitor whether each assigned lead has been contacted properly.

* Review the quality and outcome of every important customer call.

* Maintain proper records of lead received, assigned, contacted, follow-up and confirmed cases.

* Personally follow up on leads where the initial call has not resulted in confirmation.

* Ensure that pending leads are followed up within the required timeline.

* Take ownership of lead conversion and booking confirmation.

* Identify reasons for non-conversion and guide team members accordingly.

* Coach and train telecallers on customer communication, objection handling and conversion techniques.

* Monitor individual team-member performance and daily productivity.

* Prepare daily/weekly reports on:

* Total Leads Received

* Leads Assigned

* Calls Completed

* Follow-ups Pending

* Confirmed Bookings

* Non-Converted Leads

* Conversion Percentage

* Escalate important customer complaints or service-related issues to the concerned department.

* Coordinate with Operations, Branch and Marketing Teams to ensure smooth customer handling.

* Ensure no customer lead remains unattended or without follow-up.

Key Performance Indicators (KPIs)

* Lead Response Time

* Lead Assignment Efficiency

* Call Completion Rate

* Follow-up Completion Rate

* Lead-to-Booking Conversion %

* Team Productivity

* Pending Lead Reduction

* Customer Satisfaction

* Individual Telecaller Performance

Candidate Profile

* Graduate in any discipline.

* 36 years of experience in Telecalling / Inside Sales / Customer Service / Lead Conversion.

* Previous experience as a Calling Team Leader / Telecalling Supervisor / Inside Sales Team Leader will be preferred.

* Strong experience in handling and motivating a team.

* Excellent communication skills in English, Hindi and Bengali.

* Strong follow-up and persuasion skills.

* Good understanding of sales conversion and customer handling.

* Comfortable working with CRM, calling software, Excel/Google Sheets or similar systems.

* Ability to analyse team performance and prepare reports.

* Should be target-oriented, responsible and proactive.

Preferred Experience

Candidates with experience in any of the following industries will be preferred:

* Healthcare / Diagnostic Laboratory

* Veterinary Healthcare

* Hospital / Clinic

* Medical or Veterinary Diagnostics

* Pharmacy / Healthcare Services

* Insurance / Banking Telecalling

* BPO / Call Centre

* Inside Sales

What We Are Looking For

We need a hands-on Team Leader, not just a supervisor.

The candidate should be capable of taking ownership of the complete lead journey:

Lead Received Lead Assigned Call Made Customer Query Resolved Follow-up Booking Confirmation Conversion

The candidate must be comfortable personally intervening in important or non-converted leads and converting them into confirmed bookings wherever possible.

Additional performance incentives may be provided based on team conversion and achievement of targets.

How to Apply

Interested candidates may apply with their updated CV at [email removed]