Head Telemarketing

• Work Model: Work from Office
• Department: Telemarketing2.
• Candidate Expectations
• Total Experience and Relevant Experience: 10 15 Years
• Candidate Location: Navi Mumbai
• Skills: Telemarketing, Telesales, Team Management, Lead Generation, Performance Management
• Candidate Industry: Real Estate / Telemarketing / Sales3.

Education and Certification

• Qualification:
• Any Graduate Preferred: MBA Marketing / Operations4.

Detailed Job Description

Job Purpose

• The Head Telemarketing will be responsible for the end-to-end leadership, strategy, and performance management of the Telemarketing Department.
• The role will oversee Telesales Executives, Team Leads, TL Management, and MIS teams, ensuring effective customer engagement, lead qualification, site visit generation, and coordination with Sales, CRM, Digital Marketing, and Management.

Key Responsibilities

• Lead the overall telemarketing function across projects and regions.
• Define calling strategies, lead-handling frameworks, and site-visit conversion models.
• Align telemarketing objectives with sales and marketing goals.
• Establish SOPs, call scripts, escalation matrices, and quality benchmarks.
• Manage Telesales Executives, Team Leads, TL Management, and Telemarketing MIS teams.
• Plan manpower requirements and drive team productivity and performance discipline.
• Set and monitor daily, weekly, and monthly targets for teams and leaders.
• Track calling productivity, qualified leads, site visit confirmations, and conversion ratios.
• Review performance dashboards and implement corrective action plans.
• Ensure adherence to call scripts and maintain high-quality customer communication.
• Conduct call-quality audits and ensure corrective coaching.
• Reduce lead leakage, duplication, and CRM inconsistencies.
• Coordinate with Sales, CRM, Digital Marketing, and Management teams.
• Ensure smooth handover of qualified leads and confirmed site visits.
• Review and approve daily, weekly, and monthly MIS reports.
• Analyze call volumes, conversion ratios, no-shows, follow-ups, and project-wise performance.
• Present performance insights, risks, and recommendations to senior management.
• Ensure continuous training on product knowledge, objection handling, CRM discipline, and customer communication.
• Mentor Team Leads and TL Management for leadership development.
• Handle critical customer escalations and ensure timely resolution.
• Drive a performance-oriented and customer-centric culture.
• Key Performance Indicators Department-level site visit conversion ratio Lead qualification accuracy and quality Calls per agent per day CRM/Salesforce data accuracy and hygiene Reduction in no-shows and lead leakage Team performance consistency across projects MIS accuracy and reporting timeliness 5.

Key Skills

• Strong leadership and large-team management Telemarketing and telesales management Real estate sales funnel knowledge Lead generation and lead qualification Site visit generation and conversion CRM/Salesforce proficiency MIS reporting and analytics Performance and target management Team coaching and motivation Excellent communication skills Process governance and quality management Conflict resolution and escalation handling Strong analytical and decision-making skills Target-driven and performance-oriented approach