Hiring - Team Leader - Contact Centre !

IHFL; Gurugram District; On-site; INR 900,000 - 1,800,000; Full time

Job summary

IHFL is seeking a senior leader to drive Personal Loan sales through outbound and inbound contact centre channels in India. You will own revenue targets, lead a large tele-sales team, and collaborate with cross‑functional partners to optimize lead handling, conversions, and customer onboarding.

The role emphasizes strategic leadership, sales excellence, and adherence to regulatory and process standards, with a focus on leveraging digital and aggregator leads to maximize growth.

Qualifications

• 4+ years of experience in Contact Centre Operations, Tele-sales, BFSI Sales, or Personal Loan Sales.
• 3–5 years of experience in managing teams of 10–15 employees through Team Leaders and Team Coaches.
• Proven track record of achieving aggressive sales and business targets in Personal Loans.
• Experience with Digital Leads, Aggregator Leads, Website Leads, and Contact Centre Sales Operations preferred.

Responsibilities

• Drive Personal Loan sales through outbound and inbound contact centre channels and own monthly, quarterly, and annual targets.
• Lead and manage a team of 50–100 Tele Sales Executives through Team Leaders and Coaches to build a high‑performance culture.
• Track KPIs like lead conversion, login hours, approvals, disbursements, and revenue; implement action plans for gaps.
• Ensure smooth dialling systems, CRM usage, and sales process efficiency; drive continuous improvement in sales processes.

Skills

Leadership

Team management

Sales strategy

Personal Loan sales

BFSI domain knowledge

Job description

Role & responsibilities

Business Leadership & Revenue Management

• Drive Personal Loan sales business through outbound and inbound contact centre channels. Own and deliver monthly, quarterly, and annual business targets including login volumes, approvals, disbursements, and revenue.
• Develop and execute strategies to improve lead conversion and sales productivity.
• Drive profitability through efficient utilization of leads, manpower, and operational resources.
• Monitor business trends and recommend initiatives to improve performance and customer acquisition.

Team Leadership & People Management

• Lead and manage a team of approximately 50-100 Tele Sales Executives through Team Leaders and Team Coaches/SMEs.
• Build a high-performance culture focused on accountability, productivity, and customer experience.
• Conduct regular business reviews, coaching sessions, and performance discussions with Team Leaders.
• Drive employee engagement, succession planning, talent development, and retention initiatives.
• Monitor workforce planning, attendance, shrinkage, and resource optimization.

Sales & Performance Management

• Track and monitor key performance indicators including lead conversion, contact rate, login hours, productivity, approval ratio, and disbursement achievement.
• Identify performance gaps and implement corrective action plans.
• Ensure effective lead allocation and utilization for maximizing business outcomes.
• Drive continuous improvement in sales processes and customer engagement practices.
• Establish performance benchmarks and monitor team adherence.

Operational Excellence

• Ensure smooth functioning of dialling systems, CRM platforms, and sales processes.
• Drive process standardization and operational efficiency across the contact centre.
• Collaborate with technology teams for automation and process enhancement initiatives.
• Ensure SLA adherence and timely resolution of operational issues impacting business performance.
• Continuously improve customer journey and sales effectiveness.

Quality & Compliance Management

• Ensure adherence to regulatory guidelines, company policies, and process requirements.
• Monitor quality standards and customer interactions to improve sales effectiveness.
• Work closely with Quality and Training teams to enhance team performance.
• Handle escalated customer concerns and ensure timely resolution.
• Maintain compliance with audit requirements and internal controls.

MIS & Stakeholder Management

• Review and analyse daily, weekly, and monthly business MIS reports.
• Present business performance updates, action plans, and insights to senior management.
• Coordinate with Credit, Operations, Product, Risk, Marketing, Technology, Branches, and Analytics teams to ensure seamless customer onboarding.
• Drive cross-functional initiatives to improve customer experience and business efficiency.
• Monitor market trends and competitor activities to recommend business improvements.

Preferred candidate profile

• 4- years+ of overall experience in Contact Centre Operations, Tele-sales, BFSI Sales, or Personal Loan Sales.
• Minimum 3-5 years of experience in managing teams of approximately 10-15 employees through Team Leaders and Team Coaches.
• Proven experience in achieving aggressive sales and business targets. Strong experience in Personal Loan products and customer acquisition processes.
• Experience in Digital Leads, Aggregator Leads, Website Leads, and Contact Centre Sales Operations will be preferred.