Manager - Voice and Digital Sales

Role overview:

The V&D Sales Manager owns AOP delivery for Voice & Digital Sales in Bangalore and Ahmedabad leading Team Leads and telesales agents for Bangalore Location.

Manager Voice & Digital Sales

Location - Bangalore (with periodic travel to Ahmedabad)

Cities managed

Bangalore, Ahmedabad

Reports to

Head Voice & Digital Sales

Direct reports

Team Leads, Bangalore and Ahmedabad telesales

Channels

Inbound and outbound calling, digital leads (web, chat, WhatsApp, search and listing sources)

Segment

B2C broadband acquisition; B2B leads routed per process

Key deliverables.

1. AOP achievement – Deliver the AOP target assigned for Bangalore and Ahmedabad on gross adds, revenue and ARPU, with monthly and weekly breakdowns by city, team and channel.

2. Process adherence and governance – Build, document and govern sales processes (lead handling, SLAs, CRM disposition, order punching, compliance), with regular audits and closure of gaps.

3. Attrition control – Keep agent and TL attrition within budget through hiring fit, structured onboarding, engagement, recognition and early-tenure tracking.

4. People management and daily governance – Run daily huddles, intra-day performance tracking, floor walks and end-of-day reviews; manage performance through clear goals, feedback and PIPs where needed.

5. Roster planning – Plan rosters and shrinkage against lead and call-volume patterns to meet service levels, answer rates and connectivity targets in both cities.

6. Stakeholder coordination – Work closely with Marketing, Product, Operations/Installation, IT/CRM, HR, Training, Quality and the city business teams to resolve blockers and improve lead-to-install conversion.

7. Business performance discussions – Lead periodic reviews with city business heads on funnel, conversion, feasibility and installation gaps, and drive agreed action plans to closure.

8. Automation and process improvement – Identify manual steps and lead automation in CRM, dialer, WhatsApp, chat and reporting to raise productivity and conversion.

9. Training and coaching of Team Leads – Build TL capability in call coaching, speech-analytics review, floor management and data-led decisions; run regular coaching and calibration sessions.

10. High-quality customer acquisition – Ensure every sale is genuine, correctly documented and installable, with low cancellations, early churn and complaints.

11. High-ARPU customer acquisition – Drive upsell to higher-speed and longer-tenure plans, add-ons and bundles to lift acquisition ARPU above target.

KPIs

Performance is measured on the following, with targets set in the annual AOP.

Sales

Gross adds vs AOP; revenue vs AOP; lead-to-sale conversion

Revenue quality

Acquisition ARPU; mix of high-speed and long-tenure plans

Customer quality

Sale-to-install conversion; cancellations; early churn; TNPS

Productivity

Sales per agent; connectivity and answer rate; lead response time

People

Agent and TL attrition; roster adherence; TL capability scores

Process

Audit and quality scores; CRM disposition accuracy; automation initiatives delivered

Work experience and qualifications

• Total experience: 8–12 years in sales, of which at least 4–5 years in telesales or inside sales.
• Leadership: At least 3 years managing Team Leads, with teams of 50+ agents, ideally across more than one city or site.
• Industry: Broadband, telecom, DTH, OTT, banking/fintech or consumer subscription businesses; ISP or telecom acquisition experience preferred.
• Track record: Proven delivery of monthly acquisition targets with measurable gains in conversion and ARPU.
• Tools: CRM and dialer platforms, MIS and dashboards, advanced Excel; exposure to speech analytics, WhatsApp/chat sales and workforce planning is an advantage.
• Education: Graduate in any discipline; MBA preferred.
• Languages: English and Hindi required; Kannada and/or Gujarati an advantage.

Key attributes

• Target ownership – Takes full accountability for numbers and acts early when the run-rate slips.
• Data-driven – Reads funnels, dashboards and call data to find root causes and act on them.
• People leader – Builds strong TLs, coaches on the floor and keeps teams motivated and stable.
• Process discipline – Sets standards, follows through on governance and does not compromise on sale quality.
• Multi-location management – Runs a remote city (Ahmedabad) as tightly as the home city through structured reviews and visits.
• Stakeholder influence – Works across functions and with business heads to get blockers removed without formal authority.
• Customer orientation – Prioritizes the right plan for the customer and long-term value over short-term volume.
• Improvement mindset – Looks for automation and simpler ways of working, and drives changes to completion.
• Communication – Clear, structured communicator in reviews, presentations and on calls.
• Resilience – Stays composed under pressure in a fast-paced, target-driven environment.

Regards,

Ranjit Joshi

Team ACT Fibernet

HR