Roles &
Responsibilities1. Team Management &
LeadershipHandle and monitor the daily activities of the telecalling team.
Allocate daily calling targets to team members.
Monitor individual and team performance.
Conduct daily team meetings and provide performance feedback.
Motivate team members to achieve daily, weekly, and monthly targets.
Manage team attendance, weekly offs, and leave schedules.
Ensure proper shift planning and manpower availability.
2.
Telecom
Sales &
Broadband TelecallingDrive B2C broadband and internet package sales through telecalling.
Explain internet plans, speed, pricing, offers, and installation charges to customers.
Generate current leads and convert them into broadband connections.
Follow up with interested customers and close sales.
Monitor daily sales achievements and conversion ratios.
Ensure the team achieves assigned sales targets.
3.
Payment
Follow-ups &
CollectionsMonitor daily customer payment follow-ups.
Ensure pending and overdue payments are collected on time.
Allocate payment follow-up lists to team members.
Track daily payment collection targets and achievements.
Follow up with customers regarding monthly broadband bills and renewals.
Maintain payment collection reports and share daily updates with management.
Coordinate with the Accounts and Operations teams regarding payment issues.
4.
Customer
Handling &
Service CoordinationHandle escalated customer complaints and service-related queries.
Coordinate with the Technical and Installation teams for pending customer requests.
Ensure proper follow-up on recent connections, installation status, and service issues.
Maintain positive customer relationships and improve customer satisfaction.
Support the team in handling difficult customer conversations.
5.
Daily
Target &
Performance MonitoringSet daily calling, sales, and payment collection targets.
Monitor daily calls, connected calls, leads, conversions, and payment collections.
Prepare daily team performance reports.
Identify low-performing employees and guide them to improve.
Track weekly and monthly target achievements.
Submit daily MIS reports to management.
6. Attendance, Weekly Offs &
Leave ManagementMonitor daily team attendance and punctuality.
Prepare and manage weekly-off schedules.
Coordinate employee leave requests and approvals as per company policy.
Ensure sufficient manpower is available during all shifts.
Plan backup arrangements for employee absences.
Maintain proper attendance and leave records.