Hiring - Team Leader - Contact Centre !!!

Role & responsibilities

Business Leadership & Revenue Management

• Drive Personal Loan sales business through outbound and inbound contact centre channels. • Own and deliver monthly, quarterly, and annual business targets including login volumes, approvals, disbursements, and revenue.

• Develop and execute strategies to improve lead conversion and sales productivity.

• Drive profitability through efficient utilization of leads, manpower, and operational resources.

• Monitor business trends and recommend initiatives to improve performance and customer acquisition. Team Leadership & People Management

• Lead and manage a team of approximately 50-100 Tele Sales Executives through Team Leaders and Team Coaches/SMEs.

• Build a high-performance culture focused on accountability, productivity, and customer experience.

• Conduct regular business reviews, coaching sessions, and performance discussions with Team Leaders.

• Drive employee engagement, succession planning, talent development, and retention initiatives.

• Monitor workforce planning, attendance, shrinkage, and resource optimization. Sales & Performance Management

• Track and monitor key performance indicators including lead conversion, contact rate, login hours, productivity, approval ratio, and disbursement achievement.

• Identify performance gaps and implement corrective action plans.

• Ensure effective lead allocation and utilization for maximizing business outcomes.

• Drive continuous improvement in sales processes and customer engagement practices.

• Establish performance benchmarks and monitor team adherence. Operational Excellence

• Ensure smooth functioning of dialling systems, CRM platforms, and sales processes.

• Drive process standardization and operational efficiency across the contact centre.

• Collaborate with technology teams for automation and process enhancement initiatives.

• Ensure SLA adherence and timely resolution of operational issues impacting business performance.

• Continuously improve customer journey and sales effectiveness.

• Quality & Compliance Management

• Ensure adherence to regulatory guidelines, company policies, and process requirements.

• Monitor quality standards and customer interactions to improve sales effectiveness.

• Work closely with Quality and Training teams to enhance team performance.

• Handle escalated customer concerns and ensure timely resolution.

• Maintain compliance with audit requirements and internal controls. MIS & Stakeholder Management

• Review and analyse daily, weekly, and monthly business MIS reports.

• Present business performance updates, action plans, and insights to senior management.

• Coordinate with Credit, Operations, Product, Risk, Marketing, Technology, Branches, and Analytics teams to ensure seamless customer onboarding.

• Drive cross-functional initiatives to improve customer experience and business efficiency.

• Monitor market trends and competitor activities to recommend business improvements.

Preferred candidate profile

• 4- years+ of overall experience in Contact Centre Operations, Tele-sales, BFSI Sales, or Personal Loan Sales.

• Minimum 3-5 years of experience in managing teams of approximately 10-15 employees through Team Leaders and Team Coaches.

• Proven experience in achieving aggressive sales and business targets. • Strong experience in Personal Loan products and customer acquisition processes.

• Experience in Digital Leads, Aggregator Leads, Website Leads, and Contact Centre Sales Operations will be preferred.