Team Leader

Matrimony com; Ernakulam; On-site; INR 500,000 - 750,000; Full time

Job summary

Matrimony.com Ltd in India seeks an experienced Telemarketing Team Lead to guide a team of Telemarketing Executives, drive targets, and ensure superior customer experience.

You will plan resources with HR, mentor recruits, monitor performance, and promote a high-performance environment while delivering regular MIS to management. Strong leadership and language skills are essential to sustain productivity.

Qualifications

• Experience leading telemarketing teams and meeting targets.
• Excellent communication in English and regional language.
• Strong coaching and performance management skills.

Responsibilities

• Drive TMEs to meet hourly/daily/monthly targets and report results.
• Handle difficult customers and provide positive experience.
• Provide regular MIS to internal teams.
• Plan resources with HR and onboard talent.
• Mentor new recruits to reduce attrition.
• Maintain a high-performance environment and provide training.
• Monitor team performance and ensure incentives are earned.
• Ensure adherence to processes and manage shrinkage.
• Guide and train team to build capabilities.

Skills

Team Management

English & Regional Language

Selling Skills

Process Knowledge

Dialer Metrics

MS Word & Excel

Product Knowledge

Job description

Matrimony.com Ltd is the largest and the most trusted matrimony brand with employee strength of around 4500+ associates. The service offering of the brand are in matchmaking and marriage services through websites, mobile sites and mobile apps. Its flagship products are Bharat Matrimony, Community Matrimony, Assisted services and Elite Matrimony in the matchmaking business. The marriage services vertical comprises of Matrimony Mandaps and Matrimony Bazaar.

We are the pioneer and leader in the online match doing business with over 4 million active members availing these services.

Matrimony.com has a pan India presence with 7 regional offices and 145+ company owned retail outlets. Matrimony.com has recently been awarded the super brand award as well as the award for gender sensitivity for the Find Your Equal campaign. The goal is to build a billion-dollar revenue company and a long lasting institution with a legacy for the generations to come.

Role Overview

This role is responsible for leading and managing a team of Telemarketing Executives (TMEs) to achieve business targets while ensuring operational excellence and superior customer experience. The position demands strong leadership, resource planning, and performance management skills to drive productivity and maintain team engagement.

Key Responsibilities

• Drive and motivate the TMEs reporting to him / her meet the hourly / daily / monthly targets as planned and send reports to the manager on the targets achieved.
• Handle difficult customers and ensure their issues are resolved by providing a good experience to the customers.
• Capture the customer insights and share the same with the internal team; Provide regular MIS as required to the internal teams.
• Responsible for planning the resources required for his / her team and work with HR to get the right talent on board.
• Provide guidance to the new recruits to settle down well in their job and ensure the infant attrition is under control.
• Promote a cohesive & high-performance work environment by continuously engaging with the team members, providing development feedback and right training inputs.
• Review the performance of the team members on a regular basis and help them to improve the productivity and ensure the team members earn their incentives.
• Monitor, facilitate and ensure the team adheres to the processes.
• Monitoring and ensuring the team shrinkage is within the defined parameters.
• Guide / mentor and train the team members in building their capabilities and improving their performance.
• Actively participate / contribute to continuous improvement projects.
• Identifies opportunities to improve productivity of the team and deliver a profitable ROI.
• Regularly monitors attrition red flags and ensures the same is within defined threshold.
• Ensures adherence to organization policies by self and team

Skills & Competencies

• Functional
• Process Knowledge
• Product Knowledge
• Language skills – Excellent communication skills in English and Regional language
• Selling Skills
• Team Management
• Knowledge of dialer metrics
• Basic computer skills- Ms Word, Excel

Behavioural

• Values – Integrity, Respect , Customer Centricity
• Good Communication Skills
• Influencing / Persuasion Skills
• Result Orientation
• Emotional maturity
• Self-driven
• Adaptability to a fast-paced changing environment