Our tele-sales + teleconsultation model is a critical growth pillar, driving conversions, retention, and customer experience.
Role Overview
The Tele Marketing Manager will lead the entire tele-sales, retention, and support team.
This role involves team management, lead distribution, Ozonetel operations, RTO/NDR management, reporting, coordination with logistics/warehouse teams, and process building.
Key Responsibilities
1. Team Management & Leadership
Lead, coach, and mentor telecallers.
Conduct daily huddles, set KPIs, track performance.
Manage attendance, productivity, and discipline.
Hire and train telecallers.
2. Lead Management & Distribution
Manage incoming leads from website, ads, WhatsApp, inbound, and abandoned carts.
Distribute leads based on caller skill, category, and performance.
Maintain TAT for fresh lead contact.
Ensure 100% coverage and avoid leakage.
3. Ozonetel Management
Manage call flows, IVR, routing, queues, and dispositions.
Track metrics like attempts, connections, drops.
Monitor agent status and productivity.
Troubleshoot issues and maintain call recordings and dashboards.
4. Sales & Retention Management
Achieve daily/weekly/monthly revenue targets for Purely Yours & Herby Angel.
Improve conversion %, retention %, ticket size.
Coordinate with Ayurveda doctors for prescription-led sales.
Manage retention cycles 7-10 days before replenishment.
5. Customer Support & Query Resolution
Resolve product, dosage, delivery, refund, and service-related queries.
Coordinate with doctors for medical queries.
Track CSAT and implement improvements.
6. Logistics & Fulfilment Coordination
Work with warehouse & partners for dispatch accuracy and timelines.
Monitor delayed dispatches, missing orders, and wrong shipments.
7. RTO & NDR Management
Recover shipments through NDR follow-ups.
Reduce RTO by improving address validation and customer confirmation.
Track courier performance and escalate issues.
8. Reporting & Analytics
Maintain dashboards for revenue, conversions, retention, and calls.
Prepare weekly MIS for management.
Use data to identify gaps and implement solutions.
9. Process Improvement & SOPs
Create SOPs for scripts, order booking, Odoo updates, retention flows, NDR handling, and refunds.
Train team on processes and new updates.
Required Skills & Competencies
Must-Have:
4-6 years experience in tele-sales or call-center operations.
Minimum 2 years managerial/team leader experience.
Strong command of telecalling metrics and performance drivers.
Experience with Ozonetel or similar telephony systems.
Strong analytical and reporting skills.
Fluency in Hindi and English.
Key Attributes:
Strong leadership and people management.
Calm, problem-solving mindset.
High ownership and accountability.
Strong follow-up and coordination.
Process-driven with attention to detail.
Education
Graduate degree preferred; certifications in CX/operations are a bonus.
Compensation
Competitive salary + performance incentives.
Work Schedule
6 days a week; 8-8.5 hour rotational shifts.
Job Types: Full-time, Permanent
Pay: ?30,000.00 - ?50,000.00 per month
Benefits:
Health insurance
Paid time off
Provident Fund
Work Location: In person
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