Contact Centre & Inside Sales Lead

Reports to

Location

Company Description

WSFx Global Pay is a Reserve Bank of India (RBI) licensed, Authorized Dealer Category II Foreign Exchange House. Headquartered in Mumbai, Global Pay operates through a strategic network of 21 branches across major cities in India. The company is listed on the Bombay Stock Exchange (BSE) and holds ISO 27001:2022 and PCI DSS certifications, demonstrating a commitment to security standards. WSFx Global Pay is a part of the Spice Connect Group.

Role Description

This is a full-time on-site role for a Contact Centre & Inside Sales Lead located in Mumbai. The Contact Centre & Inside Sales Lead will be responsible for managing and leading the inside sales team, generating leads, ensuring customer satisfaction, and handling customer service inquiries. The role involves overseeing day-to-day operations of the contact center and implementing strategies to improve sales and customer service metrics.

Qualifications

• Skills in Inside Sales and Lead Generation
• Experience in ensuring Customer Satisfaction and providing Customer Service
• Strong Communication skills
• Ability to lead and manage a team effectively
• Experience in a similar role in the financial services or foreign exchange industry is a plus
• Bachelor's degree in Business, Marketing, or a related field

Key Responsibilities

Drive forex card sales and maximize cross-selling of ancillary travel products through

telesales.

Oversee contact centre operations to ensure timely and effective query resolution for

forex and travel product customers.

Develop strategies to enhance customer satisfaction, first-call resolution, and sales

conversions.

Coach and performance-manage contact centre and inside sales teams to align with

revenue and service goals.

Implement automation tools (e.g., IVR, QA bots) to optimize service and sales efficiency.

Own forecasting, funnel analytics, and optimization for telesales and customer support

channels.

Collaborate with Product, Marketing, and Compliance teams to deliver seamless

customer journeys and meet RBI standards.

Success Indicators

Strong sales performance for forex cards and ancillary travel products.

High customer satisfaction and efficient query resolution.

Effective cross-selling to enhance customer value.

Improved team performance through coaching and automation.

Compliance with RBI regulations and ISO27001 standards.

Preferred Profile

Extensive experience in fintech or BFSI environments, leading telesales and customer

support for forex or travel products.

Demonstrated exposure to AD II foreign exchange operations and RBI regulatory

frameworks.

Hands-on leadership of contact centre and inside sales teams, with a focus on

cross-selling.