We are looking for a dynamic, target-driven, and experienced Call Center Manager to oversee our retail financial products (Fintech) telesales vertical.
In this role, you will be responsible for leading, motivating, and managing a team of Team Leaders (TLs) and Telesales Agents based out across pan india.
Should be Fluent in Hindi and English
The ideal candidate will have a proven track record of driving sales conversions for Retail Asset Products (Loans, Credit Cards) and Third-Party Products (Motor/General Insurance) while maintaining strict compliance with financial regulations and quality benchmarks
Key Responsibilities
1. Sales & Performance Management
- Target Delivery: Own the end-to-end sales targets (daily, weekly, monthly) for the loans, credit cards, and insurance portfolios.
- Data & Lead Management: Optimize lead utilization, maximize contact rates, and ensure efficient data penetration across Tier 1, 2, and 3 target segments.
- Performance and Productity Parameter: Monitor and improve critical call center metrics, including:
1. Conversion Rate(Leads to logins/bookings)
2. AHT(Average Handle Time) & Talk Time
3. Abandonment Rate & Dialer Efficiency
2. Team Leadership & People Development
- Skip-Level Leadership: Manage a team of Team Leads, ensuring they are effectively coaching frontline agents and managing floor discipline.
- Retention & Engagement: Implement robust retention and engagement strategies to control attrition in a high-volume call center environment.
- Training & Upskilling: Partner with the QA (Quality Assurance) and Training teams to identify skill gaps, conduct mock-call sessions, and upskill agents on cross-selling techniques
3. Compliance & Quality Assurance
- Regulatory Adherence: Ensure 100% compliance with financial regulations, telecalling guidelines (TRAI/DND norms), and insurance-selling protocols (IRDAI standards).
- Zero Tolerance Policies: Monitor documentation handling, data privacy, and prevent mis-selling or forced pitching on the floor.
Audit Readiness: Lead internal and client-facing performance and quality compliance audits.
Required Skills (Qualifications & Experience)
- Education: Bachelor’s degree in Business, Commerce, Management, or a related field (MBA is a plus).
- Experience: * 5 to 8+ years of total experience in domestic call centers.
- Minimum 2–3 years of experience in a Managerial or Assistant Managerial role specifically managing BFSI sales processes.
- Domain Expertise: Deep understanding of outbound/inbound sales for Personal Loans, Business Loans, Credit Cards, and Auto / General Insurance.
- Technical Skills: Hands-on experience working with CRM systems and improvising the features of CRM.
Core Competencies & Soft Skills
- Result-Oriented: A strong numbers-driven mindset with the ability to perform.
- Analytical Skills: Ability to analyze daily performance dashboards, identify drop-offs in the sales funnel, and implement immediate corrective actions.
- Communication: Exceptional verbal and written communication skills to interface with senior management, clients, and corporate stakeholders.
Language Proficiency - English, Hindi Fluency
Interested candidates kindly share the udpated resume to: [email protected]
Regards
Hiring Team
Pay: ₹600,000.00 - ₹1,000,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
