Job Summary

The Lead Processing & Monitoring Manager is responsible for ensuring the efficient processing, allocation, utilization, and monitoring of business leads across the organization. The role acts as the central coordination point between the Telecalling team, CRM team, Consultants, and Managers to ensure every lead is accurately processed, timely actioned, and effectively utilized.

The position focuses on driving lead accountability, minimizing lead wastage, monitoring follow-ups, and ensuring adherence to established lead management processes.

Key Responsibilities

Lead Processing & Coordination

Oversee the processing and reprocessing of leads as per defined business guidelines.

Ensure timely lead allocation and redistribution whenever required.

Coordinate with the CRM team regarding lead availability, system updates, workflow changes, and data accuracy.

Ensure all lead-related activities are accurately reflected in the CRM system.

Lead Monitoring & Utilization

Monitor lead movement and utilization across consultants and teams.

Track pending, inactive, aging, and unattended leads.

Identify delays or gaps in lead follow-up and initiate timely interventions.

Follow up with Consultants and Managers to ensure assigned leads are actioned within prescribed timelines.

Escalate recurring issues or non-compliance to the appropriate reporting authority.

Telecalling Team Oversight

Supervise the day-to-day lead processing activities of the Telecalling team.

Ensure adherence to lead handling procedures and quality standards.

Monitor productivity and accuracy of lead processing activities.

Provide guidance and support to team members on operational processes.

Reporting & Analysis

Prepare daily, weekly, and monthly lead utilization reports.

Track key lead management metrics and identify operational trends.





Highlight bottlenecks and recommend process improvements.

Maintain records and dashboards for management review.

Process Compliance

Ensure compliance with organizational lead management policies.

Conduct periodic audits to verify data accuracy and process adherence.

Support the implementation of current lead management initiatives and process improvements.

Work closely with department heads to improve lead conversion efficiency through better operational control.

Key Performance Indicators (KPIs)

Lead utilization percentage.

Turnaround time for lead processing.

Aging and pending lead levels.

Lead reprocessing efficiency.

CRM data accuracy.

Telecalling team process compliance.

Timeliness of follow-ups and escalations.

Reduction in lead leakage and wastage.

Skills & Competencies

Strong analytical and monitoring skills.

Excellent coordination and follow-up abilities.

High attention to detail.

Strong communication and interpersonal skills.

Ability to manage multiple stakeholders.

Problem-solving and decision-making capability.

Good reporting and data analysis skills.

Proficiency in CRM systems (Zoho CRM preferred) and Microsoft Excel.

Qualifications

Bachelor s Degree in Business Administration, Management, or a related field.

Relevant experience in Lead Management, CRM Operations, Telecalling Operations, or Business Operations preferred.

Authority

Coordinate with Consultants, Managers, Telecalling Team, and CRM Team regarding lead-related matters.

Recommend lead redistribution and process improvements.

Escalate unresolved lead management issues to senior management.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Lead Monitoring and Processing Manager (Thrissur)
🏢 CanApprove
📍 Thrissur