📍 Location : New Delhi (On-site)
💼 Experience : 3–8+ years (Real Estate Pre-Sales & Call Center Operations)
🏢 Industry : Real Estate
Key Responsibilities
Pre-Sales & Lead Qualification
-Manage inbound and outbound calling operations for real estate project leads
-Qualify leads based on budget, location preference, purchase intent, and investment timeline
-Ensure consistent delivery of high-quality leads to the sales team
-Maintain strong lead-to-site-visit conversion ratios
-Design and optimize calling scripts, engagement frameworks, and objection-handling strategies
-Execute lead nurturing programs for warm and high-potential prospects
Call Center Operations
-Oversee daily operations of the pre-sales call center
-Ensure adherence to call quality standards, SLAs, TATs, and compliance guidelines
-Optimize dialer usage, calling workflows, data allocation, and follow-up mechanisms
-Ensure complete follow-up compliance and lead funnel hygiene
-Manage customer escalations and service-related issues
Team Leadership & Performance
-Recruit, train, and manage pre-sales calling agents
-Conduct call audits, coaching sessions, and performance reviews
-Track and drive team KPIs including calls, connects, lead qualification %, follow-ups, and site visits
-Build and sustain a high-performance, conversion-focused calling team
CRM, MIS & Process Governance
-Ensure accurate and real-time CRM updates and data integrity
-Publish daily, weekly, and monthly MIS reports covering lead funnel performance and productivity
-Maintain lead handover timelines and feedback loops with the sales team
-Implement and enforce SOPs across marketing, pre-sales, and sales workflows
-Collaborate with marketing teams to improve campaign effectiveness using calling insights
Key KPIs
-Lead qualification rate
-Lead-to-site-visit conversion ratio
-Follow-up compliance
-Call connect ratio
-Lead handover turnaround time
-Agent productivity and call quality scores
-Customer satisfaction metrics
Required Skills & Competencies
-Real estate pre-sales and inside sales operations
-Call center management and dialer optimization
-Team handling, training, and performance management
-CRM discipline and data governance
-Strong customer communication and objection handling
-MIS reporting, analytics, and process improvement
-Escalation and complaint management
Interested candidates may please write on sneha.g@mitrhr.com