Lead - TeleSales

Role Overview

This position leads telesales operations for Aditya Birla Capital in Maharashtra, with ownership of revenue delivery, team leadership, process governance, performance analytics, coaching, and persistency improvement. The role is accountable for building a high-performing telesales engine that delivers targets while maintaining strong compliance and customer experience standards.

Revenue and Business Delivery

• Take full ownership of daily, weekly, and monthly sales outcomes across premium, policy conversion, and activation for the telesales function.
• Manage the full sales funnel, including lead assignment, connectability, appointment and closure performance, and persistency where relevant.
• Create action plans to improve key measures such as conversion rate, premium per case, connect rate, effective talk time, and closure turnaround time.
• Work closely with Marketing and Alliances teams to improve lead quality and optimize the overall lead mix.

Team Leadership and Governance

• Supervise the leadership structure, including Team Leads and 2 Floor Managers, and maintain a strong review cadence with clear ownership and accountability.
• Plan staffing and rosters to support peak-hour productivity, while also addressing attrition and backfill requirements.
• Define performance expectations, review team outcomes regularly, and initiate performance improvement plans when required.
• Coach Floor Managers and Team Leads on daily huddles, live floor management, and practical issue resolution.

Process, Quality and Compliance

• Ensure complete compliance with all regulatory and internal requirements, including IRDAI norms, approved scripts, disclosures, call recording rules, consent handling, and KYC documentation.
• Own quality outcomes such as audit scores, script adherence, mis-selling prevention, complaint reduction, and standards of customer communication.
• Collaborate with QA and Compliance teams to conduct calibrations, close gaps, and implement corrective measures.

Performance Management and Analytics

• Establish a data-led operating rhythm through hourly dashboards, daily reviews, weekly business reviews, and monthly business reviews.
• Study trends in leads, conversion, productivity, quality, and cancellations, then drive structured actions and experiments.
• Maintain accurate reporting and forecasting, and identify risks early with clear mitigation plans.

Training, Coaching and Capability Building

• Partner with the Training team to ensure strong induction, refreshers, product updates, process updates, objection handling, and sales capability programs.
• Set up coaching frameworks for Team Leads and agents, including regular one-on-one coaching and side-by-side call listening.
• Prepare the team for new product launches and campaign rollouts.

Persistency Management

• Develop renewal strategies in coordination with Operations and channel partners.
• Define service and renewal guidelines for orphan policies to improve renewal performance.
• Run focused group campaigns with efficiency measures to strengthen persistency.

Stakeholder and Team Management

• Support team development by enabling strong analysis and business intelligence for business use.
• Build and maintain productive relationships with internal and external stakeholders to ensure smooth coordination and alignment toward business goals.

Additional Information

Location: Maharashtra, India. Employment type: full-time, onsite.