Job Description: Telesales Team Leader (NBFC)
Department: Inside Sales / Telesales
Reports To: Telesales Manager
Location: Bangalore Hoodi
Employment Type: Full-time
Job Purpose
The Telesales Team Leader will manage, coach, and motivate a team of 1520 Telesales Executives to achieve disbursement targets for financial products. This role ensures high-efficiency dialer utilization, maximizes lead-to-login conversion rates, and maintains strict adherence to regulatory lending compliance.
Key Responsibilities
- Team Performance Target Achievement
- Own and drive the teams monthly loan disbursement and cross-sell targets.
- Monitor real-time floor metrics including connectivity, talk time, and wrap-up time.
- Allocate and optimize the distribution of database leads across team members.
- Conduct daily morning huddles to review targets, track pipelines, and motivate the floor.
- Coaching Skill Development
- Conduct regular call listening and quality auditing sessions for every agent.
- Provide constructive feedback and run mock-calling sessions to improve conversion rates.
- Train agents on handling complex customer objections, pitch structures, and product updates.
- Identify low performers and implement customized Performance Improvement Plans (PIPs).
- Process Compliance Management
- Ensure zero tolerance for mis-selling, false commitments, or unethical data handling.
- Verify that agents accurately explain interest rates (IRR), processing fees, and foreclosures.
- Maintain a tight coordination loop with the Credit, Operations, and Risk teams for smooth file logins.
- Ensure data security policies and NDAs regarding customer financial details are strictly followed.
- Reporting Analytics
- Prepare and present daily, weekly, and monthly MIS reports on team performance.
- Analyze lead bucket performance to identify high-converting segments.
- Track individual agent productivity metrics (Login vs. Disbursement ratios).
Required Skills Qualifications
- Education: Graduate in any discipline (Management or Finance background is a plus).
- Experience: 3 -5 years of experience in financial telesales, with at least 2 years as a Team Leader.
- Product Knowledge: Deep understanding of unsecured loans, business loans, mortgages, or credit cards.
- Technical Savvy: Expert handling of Auto-Dialers (Ameyo, Vicidial, etc.) and CRM software (Salesforce, LeadSquared).
- Soft Skills: Excellent verbal communication, negotiation capacity, and conflict-resolution skills.
- Aptitude: High data literacy with strong Microsoft Excel capabilities.
Key Performance Indicators (KPIs)
- Target Achievement %: Total monthly disbursement value achieved vs. assigned budget.
- Conversion Metrics: Percentage shift from Lead to Login and Login to Disbursement.
- Team Quality Score: Average call audit score maintained by the team (Compliance Soft Skills).
- Retention Rate: Controlling agent attrition within acceptable company thresholds.
This job is provided by Shine.com
