Urgent Hiring // Call Center Manager - Fintech // Gurgaon // CARS24

What will you drive?

As Call Center Manager Fintech, your core mission will be to maximize loan logins through a well-oiled, tech-enabled call center engine. You will combine operational excellence, funnel ownership, agent coaching, and lead-quality analysis to ensure loan funnel throughput meets (or exceeds) targets.

Key Responsibilities:

• Own daily login targets for Loans24 (loan against car and car purchase) through centralized calling efforts
• Lead, coach, and develop a team of telecalling agents and team leads to consistently meet performance goals
• Understand and segment lead sources based on quality, loan worthiness (eligibility), and user intent
• Monitor funnel stages (lead > contact > login > approval > disbursal) and optimize conversion at every step
• Implement auto-dialer strategies, agent queue logic, and shift planning to ensure optimal lead coverage
• Collaborate with credit, underwriting, and sales teams to close feedback loops on lead quality and follow-through
• Analyze agent performance and take data-driven actions on productivity, quality, and adherence
• Recommend and execute tech interventions (CRM workflows, auto-reminders, WhatsApp nudge journeys, etc.) to accelerate movement across funnel stages.
• Prepare and present daily/weekly reports on lead status, login targets, bottlenecks, and improvement plans
• Own customer experience metricsreduce lead drop-offs, enhance engagement, and improve customer understanding of product offerings.

Who are we looking for?

• 4+ years of call center experience, with 2+ years in a team/ops leadership role, preferably in a fintech, NBFC, lending, or tele-sales environment.
• Strong grip on loan lifecycle, lead funnel dynamics, and loan eligibility criteria.
• Experience with auto-dialers, CRM systems, and call routing strategies.
• Excellent analytical and Excel skills—should be able to slice lead data, generate insights, and make decisions
• Proven track record of achieving or exceeding sales/call center targets.
• Strong interpersonal skills with the ability to coach, motivate, and influence.
• Proactive and solution-oriented with a bias toward execution.

Interested candidates can share their CV's at manvi.arora1@cars24.com or whatsapp at 9311243497