Team Leader (Tele Sales )

Job Description:

Role Overview

The Team Leader – Tele Sales will be responsible for managing, mentoring, and driving the performance of a team of Tele Sales Executives handling loan products.

The role focuses on achieving disbursement targets, improving conversion ratios, maintaining quality standards, and ensuring compliance with internal and regulatory guidelines. The Team Leader will act as the key link between frontline agents and management, ensuring operational excellence and customer satisfaction.

Key Responsibilities

Team Management & Performance

• Manage a team of 15–20 Tele Sales Executives handling loan sales (Personal Loans).
• Drive daily, weekly, and monthly lead conversion and disbursement targets.
• Monitor individual and team performance metrics, including call productivity, conversion ratio, approval rate, and drop-offs.
• Conduct daily huddles, performance reviews, and target discussions with the team.

Sales & Revenue Ownership

• Ensure achievement of assigned sales and revenue targets as per the business plan.
• Support team members in closing high-value or complex cases.
• Analyze funnel performance (Leads → Login → Approval → Disbursement) and take corrective actions to improve conversions.
• Coordinate with Credit, Operations, and Underwriting teams to reduce turnaround time (TAT) and improve approval rates.

Quality, Compliance & Process Adherence

• Ensure adherence to sales scripts, compliance norms, and regulatory guidelines.
• Monitor calls for quality, customer experience, and prevention of mis-selling.
• Handle customer escalations and complaints related to the sales process.
• Ensure proper documentation, data accuracy, and timely system updates by the team.

Coaching, Training & Development

• Coach and mentor team members on objection handling, sales pitch improvement, and product knowledge.
• Identify training needs and coordinate with Training and Quality teams for skill enhancement.
• Support onboarding and ramp-up of new hires.
• Drive team discipline, motivation, and overall morale.

Reporting & MIS

• Prepare and share daily and weekly MIS reports on team performance, productivity, and key business metrics.
• Track attrition, absenteeism, and shrinkage within the team.
• Provide actionable insights and improvement plans to management based on performance analysis.

Eligibility & Qualifications

Education

• Graduate in any discipline.
• MBA preferred but not mandatory.

Experience

• 3–6 years of experience in Tele Sales or Inside Sales within Loans, BFSI, or FinTech.
• Minimum 1–2 years of experience as a Team Leader managing a Tele Sales team.
• Strong understanding of loan products, sales funnels, and credit processes.

Key Skills & Competencies

• Strong people management and coaching skills.
• Target-driven and data-oriented mindset.
• Excellent communication and stakeholder management skills.
• Hands-on experience with dialers, CRM systems, and MIS reporting.
• Strong problem-solving and escalation-handling ability.
• Good understanding of compliance and quality standards in loan sales.

Key Performance Indicators (KPIs)

• Team disbursement and revenue achievement.
• Lead-to-disbursement conversion ratio.
• Team productivity (Calls, Logins, and Approvals).
• Quality scores and compliance adherence.
• Team attrition and stability.