General Manager - Telesales - Insurance/BFSI/eCommerce

Role Purpose:

This role will lead the phone sales centre of excellence. The incumbent would be responsible for driving acquisition of new business through an in-house team of telesales executives. Apart from daily sales management, this role will also be responsible for the overall P&L for the channel and drive strategic initiatives to create a world class call centre for the organisation.

Responsibilities:

To deliver the plan numbers

Formulating the strategy and setting targets for all the managers

Lead and schedule weekly and/or monthly team meetings with sales team and leadership.

Work with sales leadership to generate ideas for sales contests and motivational initiatives.

Track sales team metrics and report data to leadership on a regular basis.

Implement performance plans according to company procedure.

Work with marketing to ensure consistent lead generation

Maintain business profitability

Achieve revenue and profitability goals

Monitor cost of acquisition and drive efforts of improvement of conversion

Acquire profitable customers/segments

Ensure optimisation of dialler metrics

Maintain highest levels of customer satisfaction

Closely work with training and quality teams to adhere to sales process

Ensure ethical sales practices across the floor

Working closely with other departments to ensure all customer queries are resolved within the prescribed turnaround time

Constantly seeking customer feedback and using it to better the customer experience

Compliance of internal policies and regulatory guidelines

Working closely with the compliance unit to ensure unit is fully compliant at all times.

Needs to have a clear understanding of the internal and regulatory policies.

Requirements:

10-14 years of overall experience

Experience in independently running an inbound call centre for 3-5 years

Familiar with dialer technology

Industry - BFSI, E-commerce, Insurance

Highest degree of integrity, strong interpersonal skills and familiarity with data analysis and reporting is a must