Walk-in || Urgent Hiring - Presales TL/Manager

Job Title: Team Leader / Manager - Presales
Location: Yerwada, Pune
Company: Casagrand Builder Pvt. Ltd.

Shift: Day Shift only

Job Summary:
We are seeking an experienced and dynamic Team Leader / Manager to manage and drive performance for our customer care voice process in the Pune region. The ideal candidate will have strong leadership skills, a proven track record in target achievement, and the ability to motivate a team to deliver exceptional results while maintaining the highest quality standards.

Key Responsibilities:

• Be flexible to work in rotational day shifts, extensions, and weekends as required.
• Achieve daily, weekly, and monthly targets set for the team.
• Ensure 6500 calls per agent per month (dialled) and 100% achievement on allocation targets.
• Maintain a minimum 80% quality score on monthly audited calls.
• Audit executive calls, share timely feedback, and conduct daily mock calls.
• Ensure Calls-to-Allocation conversion rate of 5% and Overall Allocation SV conversion rate of 20%.
• Retain 90% of team resources business expectation is zero attrition.
• Control and minimize shrinkage within the team.
• Monitor team performance and report on key metrics.
• Conduct weekly performance reviews against planned vs. actual targets and document findings.
• Provide coaching, mentoring, and training based on identified needs.
• Motivate and encourage team members to work collaboratively towards shared goals.
• Resolve team issues, handle escalations, and maintain a positive work environment.

Skills & Competencies:

• Excellent communication skills English, Hindi and Marathi (mandatory).
• Strong leadership, decision-making, and problem-solving abilities.
• Proficiency in MS Excel, PowerPoint, and other presentation tools.
• Good analytical and reporting skills.
• Strong interpersonal skills to manage and engage diverse teams.

Qualifications & Experience:

• Minimum 3 years of customer care experience (Voice Process Domestic or International).
• Minimum 2 years of team handling experience in a voice process (Domestic or International).
• Real estate customer service experience will be an added advantage.
• Any Graduate/Non-Graduate may apply.
  
  Preferred Candidate Profile:
• Male/Female candidates with strong oral communication skills in English, Hindi and Marathi.
• Target-driven professional with a passion for people management and operational excellence.