Team Lead

CreditMantri; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

CreditMantri is seeking an experienced Team Leader – Telesales & Telecollections to manage a team of telecallers and drive targets, collections, productivity, quality and customer experience.

The ideal candidate will have 2–5 years' experience, strong leadership, excellent communication, and hands-on exposure to telesales, telecollections, BPO or financial services. Hindi language proficiency is mandatory.

Qualifications

• 2-5 years of experience in telesales or telecollections
• Hindi language proficiency is mandatory; English/Tamil are a plus
• Strong team-handling and leadership abilities
• Hands-on experience with telesales, telecollections, BPO, fintech, banking, lending or financial services
• Basic MS Excel and MIS reporting knowledge

Responsibilities

• Manage, motivate, and monitor a team of telesales/telecollection executives
• Allocate daily targets and monitor performance
• Conduct daily huddles and regular performance reviews
• Coach on objection handling, pitching, and closing techniques
• Track conversion, talk time, productivity and other sales metrics
• Drive collection targets, monitor PTP, and recovery rates
• Ensure calls comply with company policies and quality standards
• Prepare and maintain performance reports (daily/weekly/monthly)

Skills

Team leadership

Hindi fluency

Telesales

Telecollections

Coaching

Negotiation

Excel & MIS

Education

Any Graduate

Job description

Job Description – Team Leader – Telesales & Telecollections

Experience: 2–5 years

Qualification: Any Graduate

Language: Hindi is mandatory; English/Tamil will be an added advantage

Employment Type: Full-time

About the Role

We are looking for an experienced and result-oriented Team Leader – Telesales & Telecollections to manage a team of telecallers and drive business targets, collections, productivity, quality, and customer experience.

The ideal candidate should have strong team-handling skills, good communication abilities, and hands-on experience in telecalling, telesales, telecollections, BPO, fintech, banking, lending, or financial services.

Key Responsibilities

Team Management

• Manage, motivate, and monitor a team of telesales and/or telecollection executives.
• Allocate daily targets and monitor individual and team performance.
• Conduct daily huddles and regular performance reviews.
• Identify performance gaps and provide coaching and feedback.
• Manage attendance, productivity, adherence, and overall team discipline.
• Support new joiners during onboarding and training.
• Drive daily, weekly, and monthly sales/conversion targets.
• Monitor lead allocation, calling activity, follow-ups, and conversions.
• Ensure effective lead management and minimize lead leakage.
• Coach team members on objection handling, pitching, and closing techniques.
• Track conversion ratios, talk time, productivity, and other key sales metrics.

Telecollection Responsibilities

• Drive collection targets and ensure achievement of team-level targets.
• Monitor daily calling, follow-ups, payment commitments, and collection performance.
• Ensure proper follow-up on overdue accounts and payment commitments.
• Coach executives on effective and professional collection communication.
• Monitor PTP (Promise to Pay), broken PTP, recovery rates, and productivity.

Quality & Compliance

• Ensure calls are handled professionally and in accordance with company policies.
• Conduct call audits and provide feedback to team members.
• Ensure adherence to quality standards, compliance requirements, and customer communication guidelines.
• Escalate customer issues and operational concerns to the appropriate teams.

MIS & Reporting

• Prepare and maintain daily/weekly/monthly performance reports.
• Track KPIs such as:
• Conversion Rate
• Productivity
• Talk Time
• Call Attempts
• PTP & PTP Conversion
• Attendance & Adherence
• Quality Scores
• Attrition
• Share performance updates and action plans with management.

Required Skills

• Hindi language proficiency is mandatory.
• Strong verbal communication and interpersonal skills.
• Good team-handling and leadership abilities.
• Strong understanding of telesales and/or telecollection processes.
• Target-oriented and comfortable working with performance metrics.
• Good negotiation and objection-handling skills.
• Strong problem-solving and decision-making abilities.
• Basic knowledge of MS Excel and MIS reporting.
• Ability to work under pressure and meet deadlines.
• Strong coaching and people-management skills.

Preferred Experience

Candidates with experience in the following industries/processes will be preferred.