Assistant Manager - Inside Sales Job in Ketto

What you will be doing

• Leading (hiring, training and coaching) a team of Inside Sales representatives as they provide assistance to people looking to receive financial support through Ketto
• Maintaining high quality of communication by listening to live calls and providing feedback
• Answering representatives questions, guiding them through difficult calls or issues and handling issues that cannot be fielded by representatives
• Leading team meetings, asking questions to better understand the calls that the representatives are receiving, educating and coaching them regarding processes and practices, and outlining expectations to employees
• Assisting lead generation teams in identifying trends and new opportunities
• Ensuring team members are achieving their targets and taking corrective action, as needed
• Preparing reports and analyzing trends to improve processes, ensure resources are properly allocated, and maximize efficiency
• Define Standard Operating Procedures to meet customer and business requirements

Compliance and Integrity

• Maintain compliance with regards to procedures and processes
• Working on pending leads within prescribed TAT
• Ensure compliance with data entry procedures in the CRM
• Maintaining detailed trackers for yourself and team calls
• Working with the Reporting Manager to resolve any issues with internal Stakeholders
• Provide timely and constructive feedback to make the processes better

Team Management

• Hold a Daily Huddle without fail
• Ensure that the following are reviewed daily in the Daily Huddle:
• Target versus Actuals of each team member
• Key efficiency issues and steps to improve
• Key quality issues and steps to improve
• Adherence to set process and exceptions
• Ensure that Daily reports are sent to the Reporting Manager every day.
• Highlight Areas of concerns & issues to the Reporting Manager at all times.
• Participate in all Learning & Development sessions

Performance

• Ensures that team members have their objectives set & have full clarity on the deliverables
• Ensure that there is cadence on regular check-in on the deliverable
• Ensure that performance review and action plan happen for yourself once a month
• Provide timely and constructive feedback to all ways to make onboarding better

Team Culture

• Maintaining a culture of disciplined, sustained and focused effort in a team and ensuring a healthy work environment.
• Practice & show high levels of motivation across all staff by consistently ensuring high-quality learning and professional experience.
• Lead from the front in chasing targets
• Maintain optimum levels of discipline in your team with respect to attendance and advance planning of all vacations
• Seek constructive resolution for conflicts between direct reports, peers and superiors.

What we are looking for

• Holding a Bachelor's Degree or equivalent diploma with more than 5 years of work experience in Inside Sales/Tele-calling. Must have at least 2 years of experience leading an Inside Sales team
• Ability to thrive in a dynamic, fast-paced startup environment
• Experience working with a CRM eg. Zoho, Salesforce or/and a dialer eg. Vicidial, Ozonetel
• Strong communication skills. Tamil or Telugu speakers are highly preferred.