Customer Retention Tele Calling - Team Lead

Muthoot Microfin; Ernakulam; On-site; INR 558,000 - 1,004,000; Full time

Job summary

Muthoot Microfin Limited is seeking a proactive Team Leader Telemarketing Operations to guide a team of Executives in customer acquisition, loan lead generation, and branch collaboration across Kochi and Noida. The role emphasizes productivity, data integrity, and compliance with RBI norms.

You will drive lead conversion, oversee daily targets, and coordinate cross-functionally to support business objectives while maintaining high service standards.

Qualifications

• 4 to 8 years of telemarketing, customer acquisition, or inside sales.
• Minimum 3 years of experience leading a telecalling team.
• Experience in loan sourcing or branch business support preferred.

Responsibilities

• Lead and monitor a team of Telemarketing Executives across Kochi and Noida.
• Drive lead generation, qualification, and timely follow-up for loan products.
• Ensure data quality and CRM documentation; maintain call quality standards.
• Ensure RBI Fair Practices Code compliance and ethical selling.
• Track performance with dashboards and MIS; analyze conversion trends.
• Coordinate with branches, marketing, IT, and service teams.
• Support CRM enhancements and digital initiatives to boost productivity.

Skills

Team leadership

Telemarketing

Lead management

Customer acquisition

Operational excellence

Compliance awareness

Cross-functional coordination

Tools

CRM

Job description

Role & responsibilities: The Team Leader Telemarketing Operations will be responsible for leading a team of Telemarketing Executives engaged in customer acquisition, loan lead generation, customer engagement, and business support for the Microfinance / MLAP / IL business. The incumbent will drive tele-calling productivity, ensure timely lead allocation and follow-up, improve conversion rates, maintain data quality, and support branch business teams in achieving business objectives while ensuring adherence to RBI, Fair Practices Code, and internal compliance guidelines.

Team Leadership

• Lead, supervise, motivate, and monitor a team of Telemarketing Executives across Kochi and Noida.
• Allocate daily calling targets and monitor individual productivity.
• Conduct daily team huddles and periodic performance reviews.
• Coach team members on customer handling, objection management, and conversion techniques.
• Identify training needs and facilitate continuous skill development.

Customer Acquisition & Lead Management

• Ensure timely calling of allocated customer databases and digital leads.
• Generate quality leads for Microfinance loan products.
• Qualify prospective customers based on predefined eligibility criteria.
• Coordinate with Branch Business Teams for lead allocation and customer conversion.
• Monitor lead ageing and ensure timely follow-up until closure.
• Improve lead conversion and appointment generation.

Operational Excellence

• Monitor daily calling productivity and campaign performance.
• Ensure adherence to tele-calling scripts and standard operating procedures.
• Maintain high standards of customer interaction and service quality.
• Ensure accurate customer information and call outcomes are updated in the CRM system.
• Ensure complete documentation of customer responses.

Quality & Compliance

• Conduct regular call quality monitoring and provide feedback.
• Ensure compliance with RBI Fair Practices Code, customer consent requirements, and internal tele-calling policies.
• Maintain confidentiality of customer information.
• Ensure ethical customer communication and responsible selling practices.
• Escalate customer grievances or complaints to the concerned teams for timely resolution.

Performance Monitoring & MIS

• Track daily, weekly, and monthly team performance.
• Prepare productivity dashboards and MIS reports.
• Analyse lead conversion trends and campaign performance.
• Monitor branch-wise and region-wise lead conversion.
• Share actionable insights with management to improve business performance.

Cross-functional Coordination

• Coordinate with Business, Branch Operations, Marketing, Digital, IT, and Customer Service teams.
• Support branch teams in lead closure and customer onboarding.
• Resolve operational issues affecting productivity and customer experience.
• Ensure smooth coordination between centralized telemarketing and field sales teams.

Process Improvement & Digital Initiatives

• Recommend improvements in tele-calling processes and customer engagement.
• Support implementation of CRM enhancements and workflow automation.
• Leverage AI-enabled calling analytics and dashboards to improve productivity and lead conversion.
• Identify opportunities to improve customer response rates and operational efficiency.

Experience

• 4 to 8 years of experience in Telemarketing, Customer Acquisition, Business Operations, or Inside Sales.
• Minimum 3 years of experience leading a tele-calling team.
• Experience in loan sourcing, customer acquisition, or branch business support will be preferred.

Language Proficiency

• English Mandatory
• Hindi Mandatory
• Malayalam or Tamil Mandatory