Contact Center Team Lead

Department : Contact Center

Location : Secunderabad

Reports To : Head of Contact Center

Industry : Healthcare

Experience Required : 6+ Years

Compensation : ₹10 – 12 Lakhs Per Annum (Based on relevant experience)

Position Summary

We are seeking a highly experienced and results-oriented Assistant Manager – Call Center Sales to support and lead a high-performing sales team at Ferty 9. In this role, you will assist the Call Center Sales Manager in driving revenue growth, achieving performance targets, and delivering exceptional patient experience. You will oversee daily sales operations, coach agents, ensure compliance with scripts and processes, and analyze KPIs to enhance productivity and sales conversions. As a leader within Telangana and Andhra Pradesh’s premier fertility brand, you will contribute significantly to enhancing patient engagement, brand reputation, and operational excellence.

Key Responsibilities

• Assist in managing day-to-day operations of the call center sales team, ensuring workflow efficiency and agent productivity.
• Supervise, mentor, and motivate sales agents to achieve individual and team sales targets.
• Monitor real-time dashboards and performance metrics, taking corrective actions when needed.
• Analyze call metrics, conversion rates, and other KPIs to identify trends and improve performance.
• Collaborate with HR and Training teams to support onboarding and development of new agents.
• Provide regular coaching, feedback, and performance evaluations to team members.
• Ensure adherence to sales scripts, quality standards, and compliance regulations.
• Handle escalated customer issues and ensure timely and satisfactory resolution.
• Support the Sales Manager in planning and executing strategic sales campaigns and initiatives.
• Assist with scheduling, shift planning, and managing workforce availability.

Education & Experience

Skills & Competencies

Preferred Qualifications

Why Join Us?

Ferty 9 – Empowering Families, Inspiring Hope