Role:

The role will be responsible for driving renewal and fresh-sales performance through the tele sales channel, with end-to-end ownership of tele caller productivity, manpower planning, training, performance management, MIS and operational governance. The position will work closely with business, HR, lead-generation and corporate teams to improve customer conversion, renewal recovery and overall tele sales effectiveness.

Responsibilities:

1. Business &
- Revenue Delivery

- Own tele sales contribution towards on-time and post-expiry renewals.

- Develop calling strategies aligned with customer expiry and renewal cycles.

- Drive recovery of lapsed customers through structured calling, follow-ups and targeted campaigns.

- Lead fresh-lead conversion through effective calling processes, pitch quality and follow-up mechanisms.

- Track performance against targets and identify gaps and corrective actions.

- Partner with lead-source teams to improve lead quality and conversion outcomes.

1. Tele sales Team &
- Productivity Management

- Manage the performance and productivity of the tele sales/tele caller team.

- Define and track individual and team-level productivity metrics.

- Conduct regular performance reviews and implement improvement plans for underperforming agents.

- Drive monthly training, refresher sessions, coaching and floor-level engagement initiatives.

- Build a high-energy, target-oriented and customer-focused tele sales environment.

- Identify and replicate successful practices across the team.

1. Manpower Planning &
- Recruitment

- Ensure availability of approved tele sales manpower in line with business requirements.

- Manage the complete manpower funnel:



sourcing selection recruitment joining induction OJT deployment.

- Work closely with HR and recruitment vendors to minimize vacancy periods and attrition.

- Ensure current agents are adequately trained and business-ready within defined timelines.

- Monitor manpower requirements based on volumes, productivity and business projections.

1. MIS, Analytics &
- Performance Governance

- Own daily, weekly and monthly MIS covering:

- On-time renewals

- Post-expiry renewals

- Fresh lead conversions

- Agent productivity

- Attendance and manpower

- Conversion and recovery ratios

- Analyze performance trends and provide actionable insights to business leadership.

- Develop dashboards and performance trackers to enable data-driven decision-making.

- Ensure accuracy, timeliness and completeness of all operational reports.

- Share periodic performance updates and best practices with corporate stakeholders.

1. Process Improvement &
- Governance

- Identify opportunities to improve tele sales processes, scripts, calling strategies and follow-up mechanisms.

- Drive initiatives to improve conversion, productivity and customer retention.

- Monitor adherence to defined processes and quality standards.

- Collaborate with cross-functional teams to resolve operational bottlenecks.

- Document successful initiatives and enable replication across locations/teams.

Preferred Candidate Profile:

- Graduate with minimum 5-8 years of relevant work experience in tele sales, renewals, CRM, CRM or contact center operations.

- Experience in media, BFSI, telecom, insurance, utilities, or subscription-led businesses preferred.

- Prior responsibility for renewal targets, agent productivity, and manpower planning is a strong advantage

- Must have team handling experience.

📌 Inside Sales-Manager (Delhi)
🏢 Bennett Coleman u0026 Co. Ltd. (The Times of India)
📍 Delhi