Team Leader – Outbound Sales (Fintech / Lending)

TalentXO; Maharashtra; On-site; INR 600,000 - 840,000; Full time

Job summary

TalentXO in Pune, Maharashtra is seeking a seasoned Outbound Calling Team Leader to supervise a 10+ member outbound outreach team for short-term personal loan products. You will drive daily, weekly, and monthly targets, coach team members, and ensure adherence to calling processes and quality standards.

You will collaborate with Underwriting, Customer Support, and Collections to streamline the customer journey, optimize productivity, and deliver measurable results in a fast-paced fintech

Qualifications

• 2+ years of relevant outbound calling/team handling experience.
• Experience leading and managing an outbound calling team with target-driven accountability.
• Strong understanding of outbound calling processes, handling customers, and performance metrics.
• Proven ability to coach, guide, and implement corrective actions for performance gaps.
• Proficiency in Hindi and English (written and spoken).

Responsibilities

• Supervise and manage the outbound calling team handling customer outreach for short-term personal loan products.
• Lead a team of minimum 10 executives and ensure smooth day-to-day outbound operations.
• Drive the team to achieve daily, weekly, and monthly business targets.
• Monitor calling productivity, connect rates, conversion rates, login/disbursement performance, and other key process metrics.
• Ensure effective follow-up with customers and maximize opportunities through outbound calling.
• Provide regular coaching, guidance, and feedback to team members to improve productivity and conversion.
• Conduct regular call quality assessments and ensure adherence to defined calling processes and customer communication standards.
• Handle escalations and support executives in resolving complex customer queries and objections.
• Identify performance gaps at individual and team levels and implement corrective action plans.
• Prepare and maintain daily/weekly performance reports and share key insights with management.
• Coordinate with Underwriting, Customer Support, Collections, and other teams to ensure smooth customer journey and process efficiency.
• Motivate the team to consistently achieve and exceed assigned targets.
• Maintain a disciplined, collaborative, and positive team environment while ensuring high accountability and performance standards.

Skills

Outbound calling

Team leadership

Coaching

Performance management

Job description

• Supervise and manage the outbound calling team handling customer outreach for short-term personal loan products
• Lead a team of minimum 10 executives and ensure smooth day-to-day outbound operations
• Drive the team to achieve daily, weekly, and monthly business targets
• Monitor calling productivity, connect rates, conversion rates, login/disbursement performance, and other key process metrics
• Ensure effective follow-up with customers and maximize opportunities through outbound calling
• Provide regular coaching, guidance, and feedback to team members to improve productivity and conversion
• Conduct regular call quality assessments and ensure adherence to defined calling processes and customer communication standards
• Handle escalations and support executives in resolving complex customer queries and objections
• Identify performance gaps at individual and team levels and implement corrective action plans
• Prepare and maintain daily/weekly performance reports and share key insights with management
• Coordinate with Underwriting, Customer Support, Collections, and other teams to ensure smooth customer journey and process efficiency
• Motivate the team to consistently achieve and exceed assigned targets
• Maintain a disciplined, collaborative, and positive team environment while ensuring high accountability and performance standards

Location: Pyramid Axis, Behind Croma Showroom, Veerbhadra Nagar, Baner, Pune, Maharashtra 411045

Willing to work on Sundays/holidays as required by the company

Willing to work extended hours as per business requirements

Ideal Candidate

• Strong Outbound Calling Team Leader Profile with fintech / digital-lending background and team-handling experience
• Mandatory (Experience 1): Must have a minimum of 2+ years of relevant experience in outbound calling / team handling
• Mandatory (Experience 2): Must have experience leading and managing an outbound calling team, driving daily, weekly, and monthly business targets.
• Mandatory (Experience 3): Must have a strong understanding of outbound calling processes, customer handling, and performance management (monitoring productivity, connect rates, conversion rates, login/disbursement metrics).
• Mandatory (Skill 1): Must have a strong target-oriented approach with the ability to drive team performance, coach team members, and implement corrective action plans for performance gaps
• Mandatory (Skill 2): Must be able to conduct call quality assessments, handle escalations, and support executives in resolving complex customer queries and objections.
• Mandatory (Communication): Must be proficient in Hindi and English (written and verbal)
• Mandatory (Domain): Must have experience in Fintech, Digital Lending, Personal Loans, or related financial services.
• Mandatory (Note 1): Must be willing to work on Sundays / holidays and extended hours as per business requirements.

Experience: 2–5 years · Work from office · 6 days a week · Notice period up to 30 days