Team Leader - Telesales process_Porur Commerzone

Job Overview

This role involves leading and managing the operations of the sales team, focusing on optimizing processes to ensure seamless efficiency. The incumbent will drive customer satisfaction through exceptional service delivery and play a key role in maximizing loan conversion rates and achieving business objectives.

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.

• Age: 36 years and below

• SHOULD BE WELL VERSED IN KANNADA OR TELUGU LANGUAGE

• CIBIL score should be no hit or -1 or 700 & above.