Tatvacare - Team Lead - Inside Sales

Team Lead - Inside Sales (New Orders)

Role Objective

Lead the New Orders Inside Sales team, owning first-time customer acquisition through assisted selling, structured follow-ups, and a smooth onboarding experience.

This role is accountable for conversion performance, while ensuring prospects feel informed, confident, and supported through their first PillUp order.

Key Responsibilities

Team Leadership & Performance

- Manage, coach, and develop Inside Sales Executives focused on new customer acquisition

- Set daily call plans, lead prioritisation, and follow-up discipline

- Track individual and team conversion metrics and coach to improve outcomes

- Conduct regular call reviews to improve pitch quality and objection handling

Sales Execution & Funnel Ownership

- Ensure consistent execution of new-order sales scripts with flexibility for natural conversations

- Support agents on complex objections related to pricing, trust, delivery, or prescriptions

- Step in on high-intent or sensitive calls to help close conversions when required

- Drive adoption of higher-duration first orders where appropriate

CRM, Data & Process Ownership

- Ensure strong CRM hygiene - lead stages, notes, follow-ups, and closures

- Analyse funnel data to identify drop-offs and improvement opportunities

- Create, document, and continuously refine SOPs for lead handling and onboarding

- Use data to improve lead prioritisation, call sequencing, and follow-up effectiveness

Stakeholder Management & Coordination

- Act as the primary point of coordination between Sales, Operations, Customer Support, and Fulfilment teams

- Flag dependencies and bottlenecks impacting conversions and onboarding timelines

- Ensure smooth handoffs between teams to protect customer experience

- Share structured insights and recommendations with leadership

Requirements

- 4-6 years of experience in Inside Sales / Assisted Sales, with at least 1 year in a Team Lead or supervisory role

- Comfortable communicating in English and Hindi

- Strong hands-on experience with CRM tools and sales data

- Comfortable analysing performance metrics and building simple, scalable processes

- Strong stakeholder management and cross-team coordination skills

- Coaching mindset with the ability to remain hands-on when required

Success Metrics

- Lead-to-order conversion rate

- New orders per agent

- Average first-order duration

- Funnel drop-off reduction

- CRM hygiene and follow-up adherence