Team Leadership & Performance Management

• Supervise and monitor daily performance of Telesales Agents (5–15 FTEs).
• Review call quality, sales productivity, and customer engagement metrics.
• Conduct regular coaching, performance feedback, and skill training sessions.
• Ensure agent adherence to scripts, SOPs, and compliance standards.

Customer Relationship Deepening

• Drive meaningful retailer engagement through structured outbound calls (e.g., order reminders, cross-selling, satisfaction check-ins).
• Oversee customer segmentation and tailor engagement tactics per outlet tier (e.g., platinum, gold, silver).
• Track and improve customer retention, reactivation, and order consistency.

Cross-functional Collaboration

• Act as contact point between telesales, Sales Reps (SRs), and Distributors.
• Flag customer complaints, sales issues, or supply gaps to the right stakeholders and follow up for resolution.
• Support new campaign rollouts and promotions in coordination with the field sales team.

Reporting & Process Optimization

• Analyze daily/weekly performance dashboards and call reports.
• Recommend improvements to calling strategy, lead prioritization, or talk tracks.
• Lead or support projects to digitalize and automate telesales processes (e.g., CRM usage, call logging).

• Bachelor’s Degree in Business, Marketing, or related field.
• 3–5 years of experience in telesales or customer engagement, with at least 1 year in a supervisory role at E-commerce, FMCG or service industry
• Strong leadership skills (KPI, closely with team - cheating detect, performance management, etc.,)
• Hand-on experience in direct communicate/solve problem together with Sales team/distributor & customer
• Energetic, excellent communication, coaching, and problem-solving skills.
• Familiarity with CRM tools, reporting dashboards, and outbound call center software.

Key Success Metrics

• Agent productivity (calls/day, talk time, order conversion)
• Customer retention & satisfaction
• Call quality (QA scores)
• Distributor/SR feedback score
• Sales contribution from telesales channels