Customer Retention Tele Calling - Team Lead

Role & responsibilities:

Team Leadership

• Lead, supervise, motivate, and monitor a team of Telemarketing Executives across Kochi and Noida.
• Allocate daily calling targets and monitor individual productivity.
• Conduct daily team huddles and periodic performance reviews.
• Coach team members on customer handling, objection management, and conversion techniques.
• Identify training needs and facilitate continuous skill development.

Customer Acquisition & Lead Management

• Ensure timely calling of allocated customer databases and digital leads.
• Generate quality leads for Microfinance loan products.
• Qualify prospective customers based on predefined eligibility criteria.
• Coordinate with Branch Business Teams for lead allocation and customer conversion.
• Monitor lead ageing and ensure timely follow-up until closure.
• Improve lead conversion and appointment generation.

Operational Excellence

• Monitor daily calling productivity and campaign performance.
• Ensure adherence to tele-calling scripts and standard operating procedures.
• Maintain high standards of customer interaction and service quality.
• Ensure accurate customer information and call outcomes are updated in the CRM system.
• Ensure complete documentation of customer responses.

Quality & Compliance

• Conduct regular call quality monitoring and provide feedback.
• Ensure compliance with RBI Fair Practices Code, customer consent requirements, and internal tele-calling policies.
• Maintain confidentiality of customer information.
• Ensure ethical customer communication and responsible selling practices.
• Escalate customer grievances or complaints to the concerned teams for timely resolution.

Performance Monitoring & MIS

• Track daily, weekly, and monthly team performance.
• Prepare productivity dashboards and MIS reports.
• Analyse lead conversion trends and campaign performance.
• Monitor branch-wise and region-wise lead conversion.
• Share actionable insights with management to improve business performance.

Cross-functional Coordination

• Coordinate with Business, Branch Operations, Marketing, Digital, IT, and Customer Service teams.
• Support branch teams in lead closure and customer onboarding.
• Resolve operational issues affecting productivity and customer experience.
• Ensure smooth coordination between centralized telemarketing and field sales teams.

Process Improvement & Digital Initiatives

• Recommend improvements in tele-calling processes and customer engagement.
• Support implementation of CRM enhancements and workflow automation.
• Leverage AI-enabled calling analytics and dashboards to improve productivity and lead conversion.
• Identify opportunities to improve customer response rates and operational efficiency.

Experience

• 4 to 8 years

  of experience in Telemarketing, Customer Acquisition, Business Operations, or Inside Sales.
• Minimum

  3 years

  of experience leading a tele-calling team.
• Experience in loan sourcing, customer acquisition, or branch business support will be preferred.

Language Proficiency

• English Mandatory
• Hindi Mandatory
• Malayalam or Tamil Mandatory