Subject Matter Expert- Telesales

Role Overview:

The SME – Sales will act as a key link between the frontline telecalling team and sales

management. The role involves driving sales performance, managing team productivity, and

ensuring smooth operations in alignment with business objectives. This position closely

mirrors the responsibilities of a Team Leader (TL) in a BPO sales setup.

Key Responsibilities:

 Lead and manage a team of 20–30 telecallers to achieve daily and monthly sales targets.

 Monitor team performance through key metrics such as conversion rates, productivity,

and call quality.

 Demonstrate strong team management skills to maintain discipline, motivation, and

engagement.

 Plan and manage rosters to ensure adequate staffing and smooth workflow.

 Proactively manage shrinkage and attrition, ensuring minimal business disruption.

 Conduct regular training and upskilling sessions to improve sales effectiveness and

product knowledge.

 Motivate and coach team members to maintain high morale and consistent

performance.

 Ensure adherence to sales scripts, compliance, and quality standards.

 Be flexible to extend shifts or adjust work hours as per business requirements.

 Collaborate with internal stakeholders (Quality, Training, HR, and Operations) for

performance improvement and issue resolution.

Key Requirements:

 Education: Graduate (any discipline).

 Experience: 3–6 years in telesales/inside sales, with at least 1–2 years in a team

management or SME/TL role.

 Industry Preference: BPO sales process, telesales, or healthcare/insurance domain.

Skills:

 Strong understanding of sales processes and performance metrics.

 Strong team management and leadership abilities.

 Ability to perform effectively under sales pressure and dynamic business conditions.

 Strong Excel and analytical skills to monitor performance and drive insights.

 Excellent communication and people management skills.

 Proficiency in CRM tools and sales dashboards.

Attitude: Proactive, target-driven, and adaptable.