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About Tata 1mg

Tata 1mg is a trusted health partner serving consumers and institutions with a mission to make healthcare accessible, affordable, and understandable. Operating in 1000+ cities, Tata 1mg leads in ePharmacy, eDiagnostics, eConsult, and offline stores, delivering millions of orders and serving over 1 million users daily. The company employs 6400+ people to fulfill its mission.

Learn more: https://www.1mg.com/aboutUs

Team Overview

Inside Sales is part of the Customer Experience team, focusing on marketing products and services to new and existing customers, driving revenue growth through relationship building and sales closures.

Key Responsibilities

Dialer Management (Outbound & Inbound Campaigns):

• Manage and optimize dialer system operations (Ozonetel, Ameyo).
• Configure campaigns including calling lists, retry logic, time bands, pacing.
• Monitor dialer performance and agent activity in real-time.
• Liaise with tech vendors for troubleshooting dialer issues.
• Ensure compliance with DND, consent management, and data privacy regulations.
• Optimize dialer logic to reduce idle time and maximize agent utilization.

MIS & Reporting:

• Design and manage dashboards and reports tracking call volume, conversion, AHT, occupancy, wrap time, etc.
• Automate reports using Excel, SQL, Google Sheets, Power BI/Tableau.
• Analyze trends to identify bottlenecks and performance gaps.
• Support business reviews with detailed insights and root cause analysis.

Operational Efficiency & Forecasting:

• Work with Workforce Management to forecast call volumes and staff accordingly.
• Track lead lifecycle, disposition, and optimize lead-to-sale conversions.
• Monitor SLA adherence and productivity benchmarks.

Process Improvement & Governance:

• Conduct campaign performance audits and recommend improvements.
• Identify automation opportunities in dialer operations and reporting.
• Ensure data accuracy and governance.
• Train team members on SOPs, reporting, and dialer setup.

Required Skills & Qualifications

• Expertise with dialer platforms like Ozonetel, Ameyo.
• Strong skills in Excel, SQL, Google Sheets, Power BI/Tableau.
• Analytical mindset and data-driven decision making.
• Knowledge of CRM and contact center tools.
• Strong communication and coordination skills with cross-functional teams.

Why Join Tata 1mg?

• Work in a high-growth, dynamic environment combining Tata’s legacy with 1mg’s startup energy.
• Opportunity to be part of a critical team scaling business impact.
• Inclusive workplace with equal opportunity employment policies.