Inside Sales-Manager

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.

2. 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.

3. 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 new agents are adequately trained and business-ready within defined timelines.
• Monitor manpower requirements based on volumes, productivity and business projections.

4. 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.

5. 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.