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.