Gynoveda - Lead Generation Role

Location : Mumbai

Company : Gynoveda

Reports to : DGM - Customer Experience

Work Description:

- Convert inquiry calls to leads for fertility chain of clinics

- Generate 3 lakh leads over the next three years

- Hire and manage call center team of 50+ people

- Achieve +40% conversion (inquiry to appointments rate)

- Expert in on-call conversion techniques

- Maintain call center service levels above 90%

- Control abandon rate below 10%

- Forecast call volume at monthly, weekly, daily, hourly intervals

- Weekly scheduling, rostering and manage attendance of phone support staff

- Maintain 100% documentation of cases in CRM tool

- Tag cases as type & subtype to understand top call generator (TCG)

- Analyze TCG to create agent scripts and improve conversion

- Create SOP to achieve service excellence

- Deliver monthly leads forecast reports that are 90% accurate

- Conduct sales & service training program

- Create customer centric service-focus culture

Candidature requirements:

- 5+ years track record in leading a team of lead generation or phone sales team of minimum 30 members.

- Candidates with experience in forecasting, scheduling, roster preferred

- Core skills required - Methodical, proficient in excel and pro at managing call center teams

- Hustler with knack to work in startups and thrives in an ambiguous business environment