Tele caller Leader / Head

Role Summary

The Head / Team Leader Presales & Telecalling will take full operational ownership of the inbound/outbound calling engine, lead lifecycle management, and conversion analytics. This role is responsible for mentoring and managing a team of telecallers/presales executives, establishing stringent CRM discipline, optimizing the call-to-site-visit pipeline, and building data-driven MIS models (cohorts, source ROI, disposition tracking) to maximize site walk-ins and booking conversions across residential and commercial developments.

Key Responsibilities & Core Pillars

1. Team Leadership & Calling Floor Governance

• Supervise, coach, and manage a team of 8–15+ telecallers/presales executives to achieve daily calling volumes, connect rates, and quality standards.
• Conduct regular call audits, implement speech and objection-handling scripts, and run calibration sessions to improve call-to-visit conversion rates.
• Set daily, weekly, and monthly targets for connected calls, qualified prospects, scheduled site visits, and actual project walk-ins.
• Manage team rosters, attendance, lead redistribution, incentive plans, and real-time floor performance.

2. Data Analysis, MIS & Pipeline Modeling

• Build, automate, and maintain detailed MIS reporting systems, including Daily Activity Reports (DAR), Weekly Audit Reviews (WAR), and Monthly Funnel Dashboards.
• Utilize advanced MS Excel (XLOOKUP, Pivot Tables, Cohort Charts, Slicers, Trend Analysis) to analyze lead velocity, drop-off stages, and campaign-wise ROI.
• Monitor source efficiency across digital marketing channels, property portals (99acres, MagicBricks, Housing), newspaper ads, and channel partner referrals.
• Identify non-performing data segments, optimize lead aging cycles, and execute re-engagement/cold database revival campaigns.

3. Site Visit Drive & Conversion Velocity

• Ensure telecallers follow up systematically with prospects to turn site-visit schedules into confirmed walk-ins.
• Liaise seamlessly with on-site sales teams to verify physical visits, obtain immediate customer feedback, and realign follow-up strategies for hesitant buyers.
• Coordinate special drive weekends, festive pre-launch campaigns, society activation callouts, and investor meet invitations.

4. CRM Administration & Data Governance

• Enforce 100% same-day CRM hygiene; monitor lead stages, sub-stages, call logs, interaction remarks, and next follow-up dates.
• Design and enforce strict lead allocation, round-robin distribution, and auto-escalation rules for unattended or stagnant leads.
• Ensure zero data leakage, safeguard confidential customer databases, and maintain accurate lead attribution.

Key Performance Indicators (KPIs)

• Connect Rate & Call Volume: Minimum benchmark of connected calls and talk time per caller.
• Lead Qualification Rate: Percentage of raw incoming inquiries converted into Sales Qualified Leads (SQLs).
• Site Visit Ratio: Ratio of qualified leads to scheduled and actual site visits completed.
• Lead Turnaround Time (TAT): Maintaining first-response times for fresh digital inquiries under 15 minutes.
• Data & CRM Accuracy: 100% adherence to same-day CRM status updates and zero lead leakage.
• Team Retention & Growth: Floor productivity, team attrition control, and agent skill improvement.

Candidate Profile & Qualifications

• Education: Bachelor’s or Master’s degree in Business Administration, Marketing, Commerce, or related disciplines.

• Experience: 5 to 10 years of total experience, with at least 3+ years leading a telecalling/presales unit specifically within residential or commercial real estate.

• Technical & Analytics Skills:

• Advanced MS Excel proficiency (Nested Formulas, Pivot Tables, Lookups, Data Validation, Charts).

• Hands-on administrative experience with Real Estate CRMs (e.g., Salesforce, LeadSquared, Sell.Do, Farvision, or internal ERP platforms).

• Core Competencies:

• Exceptional verbal and written communication skills in English, Hindi, and Gujarati.

• Strong consultative selling skills, objection-handling techniques, and script architecture.

• Data-driven decision-making, high pressure tolerance, and proactive leadership.