Telecalling Team Leader

About Son of Swaad

Son of Swaad is a rapidly expanding vegetarian quick-service restaurant (QSR) brand, renowned for its soya chaap and a diverse menu featuring North Indian and Chinese dishes. With multiple outlets across various cities in India, the brand is actively growing its franchise portfolio.

Role Overview

We seek a Telecalling Sales Team Leader to oversee and inspire our telecalling team, ensuring efficient lead follow-up, enhanced conversion rates, and achievement of daily and monthly sales goals.

Primary Responsibilities

• Lead and supervise a team of telecallers and sales executives.
• Distribute leads fairly and guarantee timely follow-up by team members.
• Set achievable daily, weekly, and monthly calling and conversion objectives.
• Track and assess individual and team performances regularly.
• Conduct team briefings and performance evaluations daily.
• Motivate team members to consistently meet or surpass targets.
• Identify and mentor team members who are underperforming through coaching and training.
• Ensure all assigned leads are contacted promptly within the required timeframe.
• Monitor daily statistics such as calls made, connections, follow-ups, and conversions.
• Maintain systematic follow-ups with interested and potential customers or franchise prospects.
• Regularly review pending or overdue follow-ups and take necessary actions.
• Assist team members with handling challenging conversations and objections.
• Personally handle important or high-value calls when necessary.
• Steer the sales team towards meeting lead-to-conversion goals by monitoring the entire sales funnel from lead generation to closing.
• Analyze reasons for lost leads and implement corrective measures.
• Provide ongoing training on sales techniques including objection handling and closing strategies.
• Ensure team communicates brand offerings accurately and professionally.
• Listen to recorded or live calls to evaluate call quality and adherence to scripts.
• Give constructive feedback for improving communication and conversions.
• Observe professionalism, product knowledge, tone, and objection management in calls.
• Identify frequent customer objections and collaborate with the team for better responses.
• Maintain precise and updated records in the CRM or lead management system.
• Track metrics including leads received, calls made, connected calls, interested prospects, follow-ups, meetings, conversions, lost leads and conversion percentages.
• Prepare detailed daily, weekly, and monthly sales performance reports highlighting challenges and improvement opportunities.
• Supervise telecalling activities related to franchise enquiries coming from digital marketing and other sources.
• Ensure timely and relevant communication with prospective franchise partners.
• Identify high-intent franchise prospects and provide continued nurturing until they advance in the sales process.
• Coordinate qualified prospects with senior sales or franchise personnel.
• Conduct training sessions for new telecallers on sales procedures, CRM use, scripts, and brand knowledge.
• Organize roleplaying and objection-handling exercises to hone calling skills.
• Continuously refine calling scripts based on customer feedback and interactions.
• Analyze call outcomes to discover opportunities for boosting conversion rates.
• Channel customer feedback and recurring objections to the management team.

Candidate Requirements

• Experience ranging from 2 to 5 years in telecalling, telesales, inside sales, or customer acquisition fields.
• Preferably at least 1 year experience leading a telecalling or sales team.
• Proficient in Hindi and English, with excellent communication skills.
• Strong abilities in persuasion and negotiation.
• Comfortable working in environments with daily and monthly sales targets.
• Skilled in follow-ups and team leadership.
• Familiarity with CRM and lead management software platforms.
• Competent in using Excel or Google Sheets for data management.
• Ability to monitor telecalling performance and provide coaching.
• Experience in franchise sales, quick-service restaurants, food and beverage sector, real estate, education, insurance, or other sales-driven industries is advantageous.

Performance Metrics

• Achievement of monthly sales targets by the team.
• Total calls initiated and call connection rates.
• Speed of lead response and completion rate of follow-ups.
• Percentage of qualified leads and lead-to-meeting conversion ratios.
• Lead-to-sale conversion rate and overall team conversion performance.
• Individual telecaller productivity and call quality assessment.
• CRM updating discipline and number of franchise closures.

Ideal Profile

The perfect candidate is one who can effectively manage and lead a telecalling team rather than just making calls themselves. This role demands active monitoring of call activities, reviewing conversations, encouraging follow-ups, coaching team members through objections, and taking ownership of the overall team’s sales results. A disciplined leader capable of transforming enquiries into sales consistently is highly valued.

Compensation

Monthly salary range between ₹30,000 and ₹35,000.