Telecalling Team Lead

Mentors Eduserv
Industry: Education / EdTech
Location: Mumbai On-site
Employment Type: Full-Time
Experience: 3 - 8 Years
Department: Sales / Telecalling / Student Counselling

About Mentors Eduserv

Mentors Eduserv is an EdTech organization focused on delivering quality academic content, competitive-exam preparation, and career-oriented learning solutions. We are looking for an experienced Telecalling Team Leader CRM & Student Counselling to manage the telecalling team, ensure effective CRM operations, drive lead follow-ups, and support student enrolment.

Role Overview

The candidate will be responsible for handling a team of Telecallers/Counsellors, managing CRM activities, monitoring inbound and outbound domestic calls, ensuring timely lead follow-ups, and improving lead conversion.

The ideal candidate should have strong communication skills, team-handling experience, CRM knowledge, and a good understanding of the EdTech ecosystem.

Key Responsibilities

Team Handling & Monitoring

• Manage and supervise the day-to-day activities of the telecalling team.
• Allocate leads and ensure timely follow-ups.
• Monitor individual and team-wise calling performance.
• Conduct daily team briefings and performance reviews.
• Identify performance gaps and provide necessary guidance and coaching.
• Ensure achievement of daily, weekly, and monthly team targets.

CRM Management

• Manage and monitor all leads through the CRM system.
• Ensure accurate lead entries, calling dispositions, follow-up dates, and lead status.
• Track fresh, interested, follow-up, converted, and inactive leads.
• Ensure no qualified lead remains unattended.
• Monitor CRM hygiene and data accuracy.
• Prepare and share daily/weekly team performance reports.
• Coordinate with management regarding lead quality and campaign performance.

Inbound & Outbound Calling

• Handle domestic inbound enquiries from students and parents.
• Monitor and support outbound calling activities.
• Guide students/parents regarding courses, batches, fees, admission process, and other basic queries.
• Follow up with prospective students to improve conversions.
• Handle basic objections and assist the team in resolving customer concerns.
• Escalate complex academic or operational queries to the concerned department.

EdTech & Student Counselling

• Understand the organization's courses, programs, test series, study material, and other educational offerings.
• Understand the basic NEET/JEE and competitive-exam preparation ecosystem.
• Ensure the team communicates course features, benefits, eligibility, pricing, and enrolment processes correctly.
• Maintain professional communication with students and parents.
• Stay updated with new courses, batches, offers, and organizational processes.

Required Skills

• 3–8 years of experience in Telecalling, Inside Sales, Student Counselling, CRM, or EdTech Sales.
• Prior experience in team handling/team leadership is preferred.
• Strong Hindi and English communication skills.
• Hands-on experience with CRM software.
• Strong knowledge of lead management and follow-up processes.
• Good knowledge of Microsoft Excel / Google Sheets.
• Strong interpersonal and objection-handling skills.
• Target-oriented approach with strong follow-up capabilities.
• Basic understanding of EdTech sales and competitive-exam products.
• Ability to prepare and analyze team performance reports.

Key Performance Indicators (KPIs)

• Team Target Achievement
• Daily Calling Productivity
• Lead Conversion Rate
• Follow-up Completion Rate
• Lead Response & Connection Rate
• CRM Data Accuracy
• Lead-to-Admission Conversion
• Revenue Contribution
• Individual Team Member Performance
• Customer/Student Experience

Preferred Qualifications

• Bachelor's degree in any discipline.
• Previous experience in EdTech, Education, Inside Sales, Telecalling, or Student Counselling.
• Experience handling a team of Telecallers/Counsellors.
• Experience with CRM-based lead management.
• Knowledge of NEET/JEE or other competitive examinations will be an added advantage.

Why Join Mentors Eduserv?

• Opportunity to work with a growing EdTech organization.
• Performance-based incentives and career growth opportunities.
• Exposure to structured CRM and lead-management processes.
• Opportunity to manage and develop a sales/telecalling team.
• Collaborative and target-driven work environment.
• Professional learning and development opportunities.

Job Details

Role: Telecalling Team Leader – CRM & Student Counselling
Industry: Education / EdTech
Department: Sales / Business Development
Employment Type: Full-Time, Permanent
Work Location: Mumbai – On-site
Experience: 3–8 Years

Candidates with strong team-handling, CRM, domestic calling, and EdTech experience are encouraged to apply.