Job Vacancy_ Team Leader - Telesales process_Porur Commerzone

Key Roles & Responsibilities

• Lead and Motivate the Team:

  Provide daily direction and support to team members to achieve targets for cross-selling Personal Loan products while maintaining alignment with business goals.

• Dialer Management Expertise:

  Operate various dialer modes (Predictive, Preview, Progressive) for optimal campaign execution.

• Data Dialing Efficiency:

  Monitor dialing percentages to maximize coverage and conversion rates.

• APR Monitoring:

  Track key metrics such as Toss hours, Talk time, Idle time, Wrap-up time, and breaks to optimize dials.

• Live Monitoring:

  Oversee dialer operations to identify inefficiencies and ensure smooth workflows.

• Metric Analysis:

  Continuously analyze dialer performance, identify gaps, and implement corrective measures.

• Campaign Execution:

  Manage outcall campaigns and promotional initiatives to generate qualified leads for Personal Loans.

• Process Optimization:

  Suggest improvements to enhance team efficiency, customer satisfaction, and lead conversion rates.

• Mentoring and Training:

  Provide coaching and guidance to enhance sales techniques, product knowledge, and customer service skills.

• Product Knowledge:

  Ensure the team is well-versed with Personal Loan features, terms, and eligibility criteria.

• Compliance and Standards:

  Stay updated on regulatory guidelines and organizational policies.

• Collaboration:

  Work closely with branch staff and other teams for smooth document collection and loan processing.

• Customer Follow-Up:

  Monitor follow-ups to resolve concerns promptly and ensure successful loan disbursements.

• Promotion Awareness:

  Keep the team informed about ongoing promotions and strategize ways to maximize customer engagement.

• Performance Tracking:

  Establish clear KPIs, review individual performance, and provide constructive feedback.

• Knowledge Enhancement:

  Encourage participation in training sessions to build expertise in loan products and customer engagement techniques.

Experience & Qualification

• Experience:

  2-5 years in Customer Service (Tele-sales) & team handling (BFSI sector preferred).

• Education:

  Graduate/Postgraduate in any stream.