Kharghar, Navi Mumbai |   800000 - 1200000 P.A.

3-5 years

Job Description:   

Job Summary:

Responsible for Presales Contact Center Team, lead generation and lead servicing of HNI and UHNI prospects and potential customers. To ensure higher booking conversion through better data predictability. Presales is about managing leads from various sources (ATL & BTL) and generating potential customers for Sales teams

Responsibilities:
•    To lead a team of Pre-sales outsourced tele calling associates to generate quality walk-ins across various projects of the Group.
•    Facilitate Tele-calling activities to ensure lead servicing as per TAT
•    To enhance Lead management processes, TATs and device policies for enabling maximum lead conversion
•    Qualify leads basis qualification criteria outlined jointly by Sales and Marketing team
•    To assign targets for various team members, monitor their performance and ensure adherence to targets
•    To monitor quality of various activities / processes followed at the In-house as well as the outsourced centers
•    To know and understand the mediums / systems/ Technologies used by other industries to manage leads and adopt best practices in the organization
•    To prepare dashboards for the consumption of Leadership Team & Top Management
•    To liaise with the Outsourced service provider in all forms as desired by the business unit
•    Responsible for an end to end customer lifecycle management from a Presales standpoint
•    Responsible for Lead nurturing and Strategic Lead Business Management (SLBM) to ensure the right clientele is offered the right product using a consultative approach; thus, contributing to overall revenue margins at no additional cost towards lead generation
•    Servicing of leads generated from all ATL and BTL marketing activities and driving productivity in terms of walk-ins and bookings from the various sources
•    To generate qualified visits from existing enquiries of other projects as part of Cross project activities
•    Engage with Sales and OBST on a regular basis for day today co-ordination and updates
•    Referral Generation
•    Generate weekly reports of non-qualified but potential leads and circulate to Sales and Marketing for next steps
•    Manpower forecasting, Prelaunch / launch planning

KRA’s:
•    Improve efficiency of Call centre
•    End to end booking accountability
•    Database acquisition and nurturing
•    Attitudinal, behavioural attributes & learning

KPI’s:
•    Understanding and constantly improving Data inputs to enable output, Call centre pitch and training, Maintaining minimum walk-in number per resource, Cost per walk-in, Cost per booking, Associate Recruitment, Contact center reviews, Budget Utilization, SMS Utilization & performance.
•    Monitoring of lead quality and conversion to VD, Training and quality checks on product pitch at Call centre, Working alongside sales team to close deals, Implementation of learnings to sourcing the leads, HWC discussion with the closing team.
•    Consistent acquisition of potential database through vendor exploration, Nurturing database through communication. Coordinating with marketing, In depth VD understanding post visit via feedback. Churning for right product fit.
•    Relationships with Internal stakeholders(company) and external stakeholders (suppliers), New Initiatives in campaigns, improving SOP's and systems, Self learning and implementation, Coaching and guidance to other team members, Punctuality and regular reporting/MIS, New contact center evaluations, SOP adherence.

Educational qualifications:
1.    (UG - Any Graduate - Any Specialization) OR (PG - Any Post Graduate - Any Specialization, Post-Graduation Not Required)
2.    Good academic profile throughout his/her career
Work experience (if applicable)
1.    Up to 2-3 Years of work experience in a Presales / Relationship Management / Tele-sales role (either Sales / Customer Relationship Manager)
2.    Prior work experience in Lead generation campaign role mandatory.
3.    Should have prior work experience in Real estate

Functional knowledge & technical ability:
1.    Understanding of Lead Generation process & Presales workflow
2.    Very good analytical skills
3.    Needs to have excellent knowledge of MS Office Tools.
4.    Knowledge of CRM systems like SFDC, Zoho etc will be an added advantage.
5.    Supremacy in professionalism and finesse
6.    Team management abilities
7.    Ability to execute various programs required for high conversion of leads into sales

Behavioural characteristics:
1.    Excellent communication skills in English and Hindi, Marathi optional
2.    Sales orientation & attitude
3.    Flexibility to work in rotational shifts including weekends and in dynamic work environment
4.    Able to work with a variety of people and manage their expectations with finesse
5.    Ability to accelerate business deliverables in complex work environments
6.    Ability to multi task and work in a cohesive manner as a team player
7.    Ability to logically rationalise when handling customer escalation queries
8.    Self-motivated and willing to take on new challenges and define horizons

Qualification: Any Graduate

Keyskills:   presales, lead generation, contact center management

Please note - due to the number of applications we receive, we will only be able to respond to successful candidates.