Lead- TeleSales

Key Result areas Revenue & Business Delivery

• Own daily/weekly/monthly sales targets (premium, policies, conversion, activation) for the telesales channel.
• Drive funnel management: leads allocation, contactability, appointment/closure rates, and persistency (where applicable).
• Build action plans to improve core KPIs: conversion %, premium per case, connect rate, talk time effectiveness, and closure TAT.
• Coordinate with Marketing/Alliances for lead quality improvement and optimize lead mix.

Team Leadership & Governance

• Lead and manage the leadership layer: Team Leads and 2 Floor Managers; ensure clear cadence of reviews and accountability.
• Ensure staffing and roster planning to meet peak-hour productivity; manage attrition impact and backfills.
• Set performance standards, conduct regular performance reviews, and drive PIPs where needed.
• Coach Floor Managers/TLs on daily huddles, real-time floor control, and problem-solving.

Process, Quality & Compliance

• Ensure 100% adherence to regulatory and internal compliance (IRDAI guidelines, scripts, disclosures, call recording norms, consent, KYC documentation).
• Own quality metrics: audit scores, script adherence, mis-selling prevention, complaint reduction, and customer communication standards.
• Partner with QA/Compliance teams to run calibrations, close gaps, and implement corrective actions.

Performance Management & Analytics

• Build a data-driven operating rhythm: hourly dashboards, daily performance reviews, weekly business reviews (WBR), monthly business reviews (MBR).
• Analyze trends on leads, conversion, productivity, QA, and cancellations; drive structured interventions and experiments.
• Ensure accurate reporting and forecasting; identify risks and mitigation plans early.

Training, Coaching & Capability Building

• Partner with Training to ensure induction, refreshers, product/process updates, objection handling, and sales skill programs.
• Create coaching frameworks for TLs and agents; ensure consistent 1:1 coaching and side-by-side call listening.
• Drive readiness for new product launches and campaign rollouts.

Persistency Management

• To design and formulate the renewal strategies in coordination with Operations & the Channel Partners
• Design the service and renewal guidelines for the orphan policy in order to increase renewals.
• To undertake focused group campaigns with efficiency measures in order to increase persistency.

Stakeholder and Team Management

• Guides and develops team members to provide optimum analysis and business intelligence for business consumption
• Proactively builds and maintains relationships with key internal and external stakeholders for smooth cross-functional coordination and alignment towards achievement of business objectives