Growth Manager

Airtel Digital; Bengaluru; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Airtel Digital in Bengaluru invites an experienced Call Centre Manager for Personal Loans to lead a telecalling team, drive personal loan sales, and ensure compliance with BFSI norms.

You will monitor activities, coach staff, manage CRM/dialer tools, and collaborate with sales, credit, operations, and risk teams to ensure smooth loan processing and strong customer experience.

Qualifications

• 7–8 years of experience in driving personal loan sales through telecalling in BFSI
• Proven experience in managing a telecalling team or as a supervisor in a call centre/inside sales
• Hands-on experience with dialer/CRM systems, lead management tools, and MIS reporting

Responsibilities

• Lead and manage a team of telecallers focused on sourcing and selling personal loans through outbound and inbound calling.
• Plan and monitor daily calling activities to achieve monthly disbursement and revenue targets.
• Track and analyse KPIs like contact rate, conversion rate, login-to-disbursement ratio, and agent productivity.
• Ensure explanation of loan features, pricing, eligibility, documentation, and process per policies and regulatory guidelines.
• Implement scripts and objection-handling techniques for personal loan telecalling in BFSI.

Skills

Telecalling

Team leadership

CRM systems

MIS reporting

Dialer tooling

Education

Bachelor's degree (commerce/finance/business)

Tools

Dialer/CRM systems

Job description

The Call Centre Manager – Personal Loans is responsible for leading a tele calling team to drive personal loan sales, ensure high conversion and disbursement, and maintain compliance with BFSI standards and audit requirements. The role involves managing daily calling operations, motivating the team to achieve targets, and delivering an excellent customer experience

Key Responsibilities

• Lead and manage a team of telecallers focused on sourcing and selling personal loans through outbound and inbound calling.
• Plan and monitor daily calling activities, including lead allocation, follow‑ups, and call quality, to achieve monthly disbursement and revenue targets.
• Track and analyse key performance metrics such as contact rate, conversion rate, login-to-disbursement ratio, and agent productivity, and take corrective actions when needed.
• Ensure accurate explanation of personal loan features, pricing, eligibility, documentation, and process to customers, in line with company policies and regulatory guidelines.
• Implement scripts, sales pitches, and objection‑handling techniques suitable for personal loan telecalling in the BFSI sector.
• Work closely with sales, credit, operations, and risk teams to smoothen end‑to‑end loan processing, including login, underwriting, documentation, and disbursement.
• Conduct regular call audits, quality checks, and coaching sessions to improve customer experience and compliance standards.
• Hire, train, and onboard telecalling staff; design product and process training specific to personal loans and BFSI norms.
• Maintain discipline on the floor regarding call etiquette, adherence to dialing schedules, and data confidentiality.
• Ensure adherence to RBI, company, and industry guidelines on fair practices, Do Not Call lists, data privacy, and customer communication.
• Prepare and present daily/weekly/monthly performance reports to senior management, highlighting achievements, gaps, and action plans.
• Drive incentive schemes, contests, and engagement activities to motivate the team and reduce attrition.

Qualifications and Experience

• 7–8 years of experience in driving personal loan sales through telecalling in the BFSI sector (Bank/NBFC/DSA/Fintech).
• Proven experience in managing a telecalling team or acting as team leader/supervisor in a call centre/inside sales setup.
• Strong track record of meeting or exceeding personal loan sales and disbursement targets.
• Hands‑on experience with dialer/CRM systems, lead management tools, and MIS reporting.
• Graduate degree preferred (commerce, finance, business or related field).
• Additional certifications in sales, BFSI, or call centre management will be an added advantage.