Team Leader (Telesales)

Contact - [phone removed]

Associate Manager

Job Summary : We are looking for a dynamic and result-oriented Manager to oversee admissions floor operations and lead a team of Program Guides. The role involves call and lead management, call quality monitoring, target achievement, MIS reporting, team training, and performance management. The ideal candidate should have strong leadership, analytical, and team-handling skills with experience in admissions, counselling, telecalling, and driving team productivity and conversions.

Roles & Responsibilities
Floor & Team Management

Manage the admissions floor on a day-to-day basis and ensure smooth operations
Lead, guide, and motivate Program Guides to achieve individual and team targets.
Ensure discipline, punctuality, and adherence to admission processes on the floor.
Act as the first point of escalation for Program Guides.

Call Management & Quality Control
Monitor inbound and outbound calls and ensure proper call ordering and
allocation
Check call quality regularly and provide feedback for improvement.
Ensure proper call dispositions, follow-ups, and call logging.
Review call recordings and maintain quality standards.

Target & Performance Management
Ensure achievement of daily, weekly, and monthly calling and admission
targets.
Track individual performance and take corrective actions where required.
Share daily performance updates with seniors.

MIS, Reporting & Data Management
Prepare and maintain daily MIS and call reports.
Ensure accurate data entry and reporting in CRM/Tally systems.
Monitor lead movement and conversion ratios.
Maintain data hygiene and ensure zero data leakage.

Lead Management
Oversee lead management from multiple channels (digital, walk-ins,
references, campaigns, etc.)
Ensure proper allocation, follow-up, and closure of leads.
Coordinate with marketing and backend teams for lead-related issues.

Training & Development
Conduct regular training sessions for Program Guides on Product knowledge.
Sales pitch and counselling skills, Call handling and objection management
CRM/Tally usage
Support new joiners during onboarding and ramp-up phase.

Process & Compliance
Ensure adherence to company policies, SOPs, and compliance standards.
Identify process gaps and suggest improvements.
Support audits and internal reviews when required.