Team Leader

Job Description

TL JD-Practo Infinity sales

  1. To relentlessly chase, achieve and exceed sales and conversion targets of his/her team, as defined by Managers.

  1. To provide world-class service to his/her customers and ensure that all of the team's actions are user-first.

  1. To read, understand, absorb, retain and practice the Practo Way of Insurance Sales, 100%.

  1. To ensure that he/she and his/her team implement and practice the Practo Way of Insurance Sales 100%, in letter and spirit.

  1. To seek awareness about the company's vision, goals and plans and align individual thoughts and action towards the same.

  1. Management of Leads -
  2. To ensure that all leads are distributed and assigned properly,Equally among the team members
  3. To ensure that no lead remains unassigned at any point of time.
  4. To ensure that every member of the team is complying with the target list.

  1. Target v/s Achievement -
  2. Input Metrics
  3. Effective Calls
  4. Quality [current benchmark - 90]
  5. Maximum Utilization of available manpower, maximum talktime to generate more pipeline for sales [Target - 70% & More]
  6. Output Metrics
  7. Number of sales.
  8. Maintain daily efficiency to reduce per sales cost.
  9. Ad-hoc projects should be completed within given timeline

  1. Daily Huddle -
  2. To ensure that the Daily Huddle takes place every day, as set out in the Practo Way of Insurance Sales, and that every team member participates in the same
  3. To motivate each individual by highlighting the positive aspects of the previous day's effort. It could be anything - a closing pitch, good adoption calls, going out of the way to help a customer etc.
  4. To review the previous day and be prepared with points to be highlighted for each individual team member
  5. Target v/s achievement of each team member along with focus on hits, misses and learnings.
  6. Compliance of Google sheet, leadsquared, etc.
  7. Plan for the day for each team member.
  8. Assess whether the team member is calling or interacting with the right customers during the day, or whether any change of plans is required
  9. Assess whether a team member is well prepared for the interactions planned for the day.
  10. Assess whether the team member requires any help - especially if some cases are taking too long and requiring too many calls.
  11. Fine tuning pitch and objection handling.

  1. Post Huddle
  2. To ensure that all reports and dashboards are properly updated.
  3. To analyse the previous day and chalk out actionable for improvement.
  4. To keep a close watch on all open tickets and escalations and positively work towards resolution.

  1. Weekly/Monthly Reviews
  2. To ensure that the weekly/monthly review takes place according to roster, as set out in the Practo Way of Insurance Sales, and ensure that the team member participates in the same.
  3. To review the efficiency and target v/s achievement for each team member on a weekly/monthly basis.
  4. To analyse the efficiencies and target v/s achievements that had fallen short of the benchmark, and identify the reasons for the same.
  5. To communicate the reasons for the shortfall to the team members and guide, motivate and push them towards the benchmarks and beyond.
  6. To review the incentives earned by the team member in the week and to motivate him/her to go for more.

  1. Interaction Quality
  2. To take important customer calls himself/herself to understand the customer requirement and current service being provided - one in a day. Work towards bridging the gap to ensure customer delight.
  3. To closely watch the Practo Way of Insurance Sales compliance in each interaction and day-planning process of each team member - and give constructive feedback for improvement
  4. To focus more on the team members struggling with interaction quality
  5. To keep a close watch on potential blowups and proactively intervene through such calls.
  6. To carry out regular call audits [current benchmark - 5 audits per person per month]

  1. Practo Way of Insurance Sales
  2. To constantly monitor whether each team member is following the Practo Way of Insurance Sales.
  3. To identify deviations from the Practo Way of Insurance Sales promptly and to rectify them immediately, then and there. If the deviation is an opportunity for improvement, discuss the same with the superiors and improvise it.
  4. To do daily random checks of the Practo Way of Insurance Sales knowledge within his/her team
  5. To try and constantly improve the Practo Way of Insurance Sales by giving feedback and sharing experiences regularly with the central Practo Way of Insurance Sales team.

  1. Administration and HR
  2. To ensure that every team member enters every interaction detail, with details of the next interaction promptly in excel, Leadsquared, etc. - with no backlog.
  3. To ensure that every team member keeps a close watch of pending dues from customers and collects & deposits the same promptly into Practo's bank account.
  4. To ensure the highest standards amongst his/her team with respect to discipline (Interaction entries, daily huddle & weekly review participations, etc.), integrity ( no false promises to customers, no false meetings etc.) and commitment (high and intense effort levels).
  5. To maintain high levels of motivation across his/her team by consistently creating an atmosphere of high quality learning and professional experience and thus minimizing attrition.
  6. To carry out monthly performance appraisal with feedback,monthly scorecard and incentive calculation for team members.
  7. To carry out one on one interaction with every team member on a monthly basis.

  1. Others
  2. To coordinate with cross-functional teams with the aim of achieving team targets and ensuring customer delight.
  3. To keep the team updated with recent releases and updates.
  4. To ensure that all training requirements of the team are attended to.

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