Lead- TeleSales

Job description

**Key Result areas** Revenue & Business Delivery - Own daily/weekly/monthly sales targets (premium, policies, conversion, activation) for the telesales channel. - Drive funnel management: leads allocation, contactability, appointment/closure rates, and persistency (where applicable). - Build action plans to improve core KPIs: conversion %, premium per case, connect rate, talk time effectiveness, and closure TAT. - Coordinate with Marketing/Alliances for lead quality improvement and optimize lead mix. Team Leadership & Governance - Lead and manage the leadership layer: Team Leads and 2 Floor Managers; ensure clear cadence of reviews and accountability. - Ensure staffing and roster planning to meet peak-hour productivity; manage attrition impact and backfills. - Set performance standards, conduct regular performance reviews, and drive PIPs where needed. - Coach Floor Managers/TLs on daily huddles, real-time floor control, and problem-solving. Process, Quality & Compliance - Ensure 100% adherence to regulatory and internal compliance (IRDAI guidelines, scripts, disclosures, call recording norms, consent, KYC documentation). - Own quality metrics: audit scores, script adherence, mis-selling prevention, complaint reduction, and customer communication standards. - Partner with QA/Compliance teams to run calibrations, close gaps, and implement corrective actions. Performance Management & Analytics - Build a data-driven operating rhythm: hourly dashboards, daily performance reviews, weekly business reviews (WBR), monthly business reviews (MBR). - Analyze trends on leads, conversion, productivity, QA, and cancellations; drive structured interventions and experiments. - Ensure accurate reporting and forecasting; identify risks and mitigation plans early. Training, Coaching & Capability Building - Partner with Training to ensure induction, refreshers, product/process updates, objection handling, and sales skill programs. - Create coaching frameworks for TLs and agents; ensure consistent 1:1 coaching and side-by-side call listening. - Drive readiness for new product launches and campaign rollouts. Persistency Management - To design and formulate the renewal strategies in coordination with Operations & the Channel Partners - Design the service and renewal guidelines for the orphan policy in order to increase renewals. - To undertake focused group campaigns with efficiency measures in order to increase persistency. Stakeholder and Team Management - Guides and develops team members to provide optimum analysis and business intelligence for business consumption - Proactively builds and maintains relationships with key internal and external stakeholders for smooth cross-functional coordination and alignment towards achievement of business objectives