About the Job
Role summary:Own daily performance of a 12‑FTE inside‑sales floor (10 Agents, 1 QA, 1 Trainer/Coach) that books service appointments and drives revenue from JC/Invoice funnels. Liftconnect rate, booking conversion, show rate, and cross‑sell while ensuring strong compliance with TRAI/DND/DLT and the Digital Personal Data Protection Act (2023).
What you will own:
1. Sales outcomes: Hit monthly booking & revenue targets; improve connect/booking/show; drive cross‑sell.
2. Floor & WFM: Rosters for a 9:00–21:00 window, 6‑day rotation; plan shrinkage 28–32%; meet SL 80/20; keep abandon ≤10%.
3. Channels: Voice + WhatsApp Business + SMS cadences; missed‑call and re‑attempt strategies.
4. Tooling: LeadSquared CRM; Knowlarity or Tata Tele dialer; manage virtual‑number pools, sticky agent, CLI rotation.
5. Quality & CX: QA checklist ownership; weekly calibrations; manage AHT without hurting conversion; drive CSAT/NPS.
6. Compliance: 100% DND/DLT scrubbing; consent & call‑recording disclosures; audit‑ready processes.
7. Cross‑functional: Feedback to Marketing on lead quality & VOC; align with Retail Ops on slotting and capacity.
8. Vendor governance: Daily attendance/infra checks; weekly business reviews and monthly scorecards.
Key Responsibilities:
Performance KPIs (starter targets; adjust to your baseline)
1. Booking conversion (fresh leads): 25–35%
2. Show rate (attended/booking): 70–80%
3. Fresh‑lead first touch in 15–30 mins: ≥80%
4. Outbound connect (fresh): ≥35–45%
5. AHT (booking calls): 4–6 mins
6. QA: ≥85% FCR: ≥70–75% CSAT: ≥4.3/5 (or NPS ≥40)
7. Abandon: ≤8–10% Attendance: ≥95% Attrition (monthly): ≤5–7%
8. Compliance: 100% DND/DLT/consent/recording adherence
Working model & compensation
1. On-site at vendor floor (Bengaluru); 6‑day roster with weekend rotation.
2. Variable pay 20–30% of CTC linked to JCs, revenue/booking, QA & compliance gates.
Number of Openings
4 openingsPerks of this Jobs
Life insurance Health insurance
Skills
Marketing Strategies , Leadership, Team Management, Lead Generation, Sales Management
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