Team Leader Telesales

KrazyBee Services Limited; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

KrazyBee Services Limited in Bengaluru seeks a Telesales Team Leader to manage and coach a large team of telesales executives to hit disbursement targets for NBFC products. You will drive dialer efficiency, improve lead-to-login conversions, and ensure regulatory lending compliance.

Responsibilities include monitoring real-time metrics, distributing leads, conducting daily huddles, coaching, auditing calls, implementing PIPs, and coordinating with Credit, Operations and Risk to ensure smooth

Qualifications

• Graduate in any discipline (Management or Finance background is a plus).
• 3-5 years of experience in financial telesales, with at least 2 years as a Team Leader.
• Deep understanding of unsecured loans, business loans, mortgages, or credit cards.
• Expert handling of Auto-Dialers (Ameyo, Vicidial) and CRM software (Salesforce, LeadSquared).
• Excellent verbal communication, negotiation, and conflict-resolution skills.
• High data literacy with strong Microsoft Excel capabilities.

Responsibilities

• Team Performance Target Achievement and ownership of team targets.
• Monitor real-time floor metrics like connectivity, talk time, and wrap-up time.
• Allocate and optimize distribution of database leads across team members.
• Conduct daily morning huddles to review targets, pipelines, and motivate the floor.
• Coaching, call listening, and quality auditing sessions for every agent.
• Provide feedback and run mock-calling sessions to improve conversion rates.
• Train agents on objections handling, pitches, and product updates.
• Identify low performers and implement Performance Improvement Plans (PIPs).
• Ensure compliance with data security, NDAs, and regulatory requirements.
• Prepare and present MIS reports on team performance daily, weekly, monthly.
• Track lead bucket performance and agent productivity metrics.

Skills

Telesales

Team Leadership

Salesforce

LeadSquared

Ameyo

Vicidial

Excel

Verbal communication

Negotiation

Conflict resolution

Education

Graduate

Tools

Salesforce

LeadSquared

Ameyo

Vicidial

Job description

Telesales Team Leader (NBFC)

Department: Inside Sales / Telesales

Reports To: Telesales Manager

Location: Bangalore Hoodi

Employment Type: Full-time

Job Purpose

The Telesales Team Leader will manage, coach, and motivate a team of 1520 Telesales Executives to achieve disbursement targets for financial products. This role ensures high-efficiency dialer utilization, maximizes lead-to-login conversion rates, and maintains strict adherence to regulatory lending compliance.

Key Responsibilities

• Team Performance Target Achievement
• Own and drive the team's monthly loan disbursement and cross-sell targets.
• Monitor real-time floor metrics including connectivity, talk time, and wrap-up time.
• Allocate and optimize the distribution of database leads across team members.
• Conduct daily morning huddles to review targets, track pipelines, and motivate the floor.
• Coaching Skill Development
• Conduct regular call listening and quality auditing sessions for every agent.
• Provide constructive feedback and run mock-calling sessions to improve conversion rates.
• Train agents on handling complex customer objections, pitch structures, and product updates.
• Identify low performers and implement customized Performance Improvement Plans (PIPs).
• Process Compliance Management
• Ensure zero tolerance for mis-selling, false commitments, or unethical data handling.
• Verify that agents accurately explain interest rates (IRR), processing fees, and foreclosures.
• Maintain a tight coordination loop with the Credit, Operations, and Risk teams for smooth file logins.
• Ensure data security policies and NDAs regarding customer financial details are strictly followed.
• Reporting Analytics
• Prepare and present daily, weekly, and monthly MIS reports on team performance.
• Analyze lead bucket performance to identify high-converting segments.
• Track individual agent productivity metrics (Login vs. Disbursement ratios).

Required Skills & Qualifications

• Education: Graduate in any discipline (Management or Finance background is a plus).
• Experience: 3-5 years of experience in financial telesales, with at least 2 years as a Team Leader.
• Product Knowledge: Deep understanding of unsecured loans, business loans, mortgages, or credit cards.
• Technical Savvy: Expert handling of Auto-Dialers (Ameyo, Vicidial, etc.) and CRM software (Salesforce, LeadSquared).
• Soft Skills: Excellent verbal communication, negotiation capacity, and conflict-resolution skills.
• Aptitude: High data literacy with strong Microsoft Excel capabilities.

Key Performance Indicators (KPIs)

• Target Achievement %: Total monthly disbursement value achieved vs. assigned budget.
• Conversion Metrics: Percentage shift from Lead to Login and Login to Disbursement.
• Team Quality Score: Average call audit score maintained by the team (Compliance Soft Skills).
• Retention Rate: Controlling agent attrition within acceptable company thresholds.