Telecalling Team Leader

Son of Swaad is a rapidly growing vegetarian QSR brand specializing in soya chaap and a wide range of North Indian and Chinese cuisine. With outlets across multiple cities in India, the brand is rapidly expanding its franchise network.

We are looking for a Telecalling Sales Team Leader who can manage and motivate our telecalling team, ensure effective lead follow-ups, improve conversions, and achieve daily and monthly sales targets.

Job OverviewThe Telecalling Sales Team Leader will be responsible for managing the telecalling sales team, monitoring calls and follow-ups, allocating leads, tracking team performance, handling escalations, and ensuring sales targets are achieved.

The candidate should be an excellent communicator, strong team manager, and highly comfortable working in a target-driven environment.

• Key ResponsibilitiesTeam ManagementManage and supervise a team of telecallers/sales executives.
• Allocate leads to team members and ensure proper follow-up.
• Set daily, weekly, and monthly calling and conversion targets.
• Monitor individual and team performance.
• Conduct daily team briefings and performance reviews.
• Motivate the team to consistently achieve targets.
• Identify underperforming team members and provide coaching and training.
• Calling & Lead Follow-UpEnsure every assigned lead is contacted within the required response time.
• Monitor daily calling activity, connected calls, follow-ups, and conversions.
• Ensure systematic follow-up of interested and potential customers/franchise prospects.
• Review pending and overdue follow-ups regularly.
• Help team members handle difficult conversations and customer objections.
• Take over important or high-potential calls when required.
• Sales ConversionDrive the team toward lead-to-conversion targets.
• Monitor the complete sales funnel from lead → contact → interested → follow-up → meeting → conversion.
• Identify reasons for lost leads and implement corrective actions.
• Train telecallers on effective sales pitches, objection handling, and closing techniques.
• Ensure team members communicate the brand and offer accurately and professionally.
• Call Quality & MonitoringRegularly listen to recorded/live calls to evaluate call quality.
• Ensure team members follow approved calling scripts and sales processes.
• Provide constructive feedback to improve communication and conversion.
• Monitor professionalism, product knowledge, tone, and objection handling.
• Identify common customer objections and develop better responses with the team.
• Daily Reporting & CRM ManagementMaintain accurate records of all leads and follow-ups.
• Ensure the CRM/lead management system is updated regularly.
• Track:
• Total leads received
• Calls made
• Connected calls
• Interested prospects
• Follow-ups
• Meetings scheduled
• Conversions
• Lost leads
• Conversion percentage
• Prepare daily, weekly, and monthly sales performance reports for management.
• Highlight important issues, bottlenecks, and opportunities to improve performance.
• Franchise Lead HandlingSupervise telecalling for franchise enquiries generated through digital marketing and other channels.
• Ensure prospective franchise partners receive timely and relevant information.
• Identify serious/high-intent prospects and ensure they are properly nurtured.
• Coordinate qualified prospects with the senior sales/franchise team for further discussion.
• Maintain consistent follow-up until the prospect reaches the next stage of the sales process.
• Training & Process ImprovementTrain new telecallers on the sales process, CRM, scripts, and brand information.
• Conduct regular roleplays and objection-handling sessions.
• Improve calling scripts based on actual customer responses.
• Analyze call performance and identify opportunities to improve conversion.
• Share customer feedback and recurring objections with management.
• Requirements2–5 years of experience in telecalling, telesales, inside sales, or customer acquisition.
• At least 1 year of experience managing a telecalling/sales team preferred.
• Excellent Hindi and English communication skills.
• Strong convincing and negotiation abilities.
• Comfortable with daily/monthly sales targets.
• Strong follow-up and team-management skills.
• Experience with CRM/lead management software.
• Good knowledge of Excel/Google Sheets.
• Ability to monitor call performance and coach team members.
• Experience in franchise sales, QSR, F&B, real estate, education, insurance, or other target-driven industries will be an advantage.
• Key Performance Indicators (KPIs)Team monthly sales target achievement
• Number of calls made
• Call connection rate
• Lead response time
• Follow-up completion rate
• Qualified lead percentage
• Lead-to-meeting conversion
• Lead-to-sale conversion
• Team conversion rate
• Individual telecaller productivity
• Call quality
• CRM/update discipline
• Number of franchise closures

Ideal CandidateThe ideal candidate should be someone who knows how to run a calling team, not just make calls themselves.

You should be comfortable monitoring call activity, reviewing conversations, pushing follow-ups, coaching team members, handling objections, and taking ownership of the team's numbers.

If you can build a disciplined calling team and consistently turn enquiries into sales, we want to hear from you.