Team Lead

Job Description – Team Leader – Telesales & Telecollections

Position: Team Leader – Telesales & Telecollections

Department: Telesales / Telecollections

Location: Chennai

Experience: 2–5 years

Qualification: Any Graduate

Language: Hindi is mandatory; English/Tamil will be an added advantage

Employment Type: Full-time

About the Role

We are looking for an experienced and result-oriented Team Leader – Telesales & Telecollections to manage a team of telecallers and drive business targets, collections, productivity, quality, and customer experience.

The ideal candidate should have strong team-handling skills, good communication abilities, and hands-on experience in telecalling, telesales, telecollections, BPO, fintech, banking, lending, or financial services.

Key Responsibilities

Team Management

Manage, motivate, and monitor a team of telesales and/or telecollection executives.

Allocate daily targets and monitor individual and team performance.

Conduct daily huddles and regular performance reviews.

Identify performance gaps and provide coaching and feedback.

Manage attendance, productivity, adherence, and overall team discipline.

Support new joiners during onboarding and training.

Telesales Responsibilities

Drive daily, weekly, and monthly sales/conversion targets.

Monitor lead allocation, calling activity, follow-ups, and conversions.

Ensure effective lead management and minimize lead leakage.

Coach team members on objection handling, pitching, and closing techniques.

Track conversion ratios, talk time, productivity, and other key sales metrics.

Telecollection Responsibilities

Drive collection targets and ensure achievement of team-level targets.

Monitor daily calling, follow-ups, payment commitments, and collection performance.

Ensure proper follow-up on overdue accounts and payment commitments.

Coach executives on effective and professional collection communication.

Monitor PTP (Promise to Pay), broken PTP, recovery rates, and productivity.

Quality & Compliance

Ensure calls are handled professionally and in accordance with company policies.

Conduct call audits and provide feedback to team members.

Ensure adherence to quality standards, compliance requirements, and customer communication guidelines.

Escalate customer issues and operational concerns to the appropriate teams.

MIS & Reporting

Prepare and maintain daily/weekly/monthly performance reports.

Track KPIs such as:

Sales/Collection Achievement

Conversion Rate

Productivity

Talk Time

Call Attempts

PTP & PTP Conversion

Attendance & Adherence

Quality Scores

Attrition

Share performance updates and action plans with management.

Required Skills

Hindi language proficiency is mandatory.

Strong verbal communication and interpersonal skills.

Good team-handling and leadership abilities.

Strong understanding of telesales and/or telecollection processes.

Target-oriented and comfortable working with performance metrics.

Good negotiation and objection-handling skills.

Strong problem-solving and decision-making abilities.

Basic knowledge of MS Excel and MIS reporting.

Ability to work under pressure and meet deadlines.

Strong coaching and people-management skills.

Preferred Experience

Candidates with experience in the following industries/processes will be preferred.

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