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Job Details
Job Title: Head – Telemarketing
Job Location: Navi Mumbai
Work Model: Work from Office
Department: Telemarketing
Candidate Expectations
Total Experience and Relevant Experience: 10–15 Years
Candidate Location: Navi Mumbai
Skills: Telemarketing, Telesales, Team Management, Lead Generation, Performance Management
Candidate Industry: Real Estate / Telemarketing / Sales
Education and Certification
Qualification: Any Graduate
Preferred: MBA – Marketing / Operations
Detailed Job Description
Job Purpose
The Head – Telemarketing will be responsible for the end-to-end leadership, strategy, and performance management of the Telemarketing Department. The role will oversee Telesales Executives, Team Leads, TL Management, and MIS teams, ensuring effective customer engagement, lead qualification, site visit generation, and coordination with Sales, CRM, Digital Marketing, and Management.
Key Responsibilities
Lead the overall telemarketing function across projects and regions.
Define calling strategies, lead-handling frameworks, and site-visit conversion models.
Align telemarketing objectives with sales and marketing goals.
Establish SOPs, call scripts, escalation matrices, and quality benchmarks.
Manage Telesales Executives, Team Leads, TL Management, and Telemarketing MIS teams.
Plan manpower requirements and drive team productivity and performance discipline.
Set and monitor daily, weekly, and monthly targets for teams and leaders.
Track calling productivity, qualified leads, site visit confirmations, and conversion ratios.
Review performance dashboards and implement corrective action plans.
Ensure adherence to call scripts and maintain high-quality customer communication.
Conduct call-quality audits and ensure corrective coaching.
Reduce lead leakage, duplication, and CRM inconsistencies.
Coordinate with Sales, CRM, Digital Marketing, and Management teams.
Ensure smooth handover of qualified leads and confirmed site visits.
Review and approve daily, weekly, and monthly MIS reports.
Analyze call volumes, conversion ratios, no-shows, follow-ups, and project-wise performance.
Present performance insights, risks, and recommendations to senior management.
Ensure continuous training on product knowledge, objection handling, CRM discipline, and customer communication.
Mentor Team Leads and TL Management for leadership development.
Handle critical customer escalations and ensure timely resolution.
Drive a performance-oriented and customer-centric culture.
Key Performance Indicators
Department-level site visit conversion ratio
Lead qualification accuracy and quality
Calls per agent per day
CRM/Salesforce data accuracy and hygiene
Reduction in no-shows and lead leakage
Team performance consistency across projects
MIS accuracy and reporting timeliness
Key Skills
Strong leadership and large-team management
Telemarketing and telesales management
Real estate sales funnel knowledge
Lead generation and lead qualification
Site visit generation and conversion
CRM/Salesforce proficiency
MIS reporting and analytics
Performance and target management
Team coaching and motivation
Excellent communication skills
Process governance and quality management
Conflict resolution and escalation handling
Strong analytical and decision-making skills
Target-driven and performance-oriented approach
Work arrangement
No
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