Team Manager-Virtual Sales

HDFC Bank; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

HDFC Bank is seeking a Team Manager - Virtual Sales in Mumbai to lead a team of tele-callers, driving revenue, product penetration, and digital growth.

You will monitor productivity, ensure quality acquisitions, and manage attendance while collaborating with fulfillment and CRM teams to convert leads and deliver excellent customer experience.

MBA is preferred, Graduation is required, and IRDA certification is valued for this role.

Qualifications

• Graduation required; MBA preferred.
• IRDA Certification, knowledge of competition, regulatory knowledge.
• Lead a team of tele-callers to achieve business objectives, including revenue generation and digital growth.

Responsibilities

• Lead a team of tele-callers to meet daily/weekly/monthly/yearly targets.
• Monitor productivity, quality of acquisitions, and customer satisfaction.
• Drive portfolio objectives and ensure activation and retention targets.
• Monitor dialer hygiene and disposition capture; track hourly conversions and leads generated.
• Manage manpower; conduct daily huddles, train and motivate team; organize recognition programs.
• Generate and review CRM leads; ensure timely closures and convert leads; collaborate with fulfillment teams.
• Prepare and share business tracking MIS with leadership; conduct call barging and provide feedback.
• Address customer queries and complaints; ensure adherence to processes and high-quality sales.

Skills

Interpersonal skills

Sales and influencing

Product knowledge

People management

Communication skills

Education

Graduation

MBA

Job description

Job Purpose

Lead a team of tele-callers to achieve business objectives, including revenue generation, product penetration, and digital growth. Ensure team productivity, quality of acquisition, and customer satisfaction through effective management and monitoring.

Role Description

Job Title
Team Manager - Virtual Sales

Business Unit
Virtual Sales

Reporting To
Regional Head / Zonal Head / Unit Head

Job Function and Role Type
Sales, Supervisory

Version No
1.1

Job Purpose
Lead a team of tele-callers to achieve business objectives, including revenue generation, product penetration, and digital growth. Ensure team productivity, quality of acquisition, and customer satisfaction through effective management and monitoring.

Key Responsibilities

Business Targets and Achievement

• Achieve daily, weekly, monthly, and yearly business targets.
• Monitor team productivity and ensure planned outcomes.
• Drive portfolio objectives and ensure quality acquisitions.
• Ensure activation and retention targets are met.

Dialer Hygiene and Calling Quality

• Monitor dialer hygiene, including TOS and disposition capture.
• Observe calls to enhance call handling skills.
• Track hourly conversions and leads generated.

Manpower Management and Resource Development

• Ensure workstations are staffed and operational.
• Conduct daily huddles and monitor attendance.
• Train and motivate team members to improve productivity.
• Organize team-building activities and recognition programs.

CRM Generation, Lead Monitoring and Conversion Management

• Generate and review CRM leads for specific products.
• Ensure timely lead closures and improve conversion rates.
• Collaborate with fulfillment teams for lead management.

Team Review and Tracking

• Maintain hourly business counts and team performance reports.
• Develop and share business tracking MIS with leadership.
• Conduct call barging and provide feedback to improve performance.

Customer Query and Complaint Management

• Address and resolve customer queries and complaints.
• Ensure quality sales and adherence to processes.
• Perform spot checks to ensure compliance and call etiquette.

Education

Graduation required; MBA preferred.

Certifications

IRDA Certification, knowledge of competition, regulatory knowledge.

Key Competencies

Interpersonal skills, sales and influencing, product knowledge, people management, communication skills.

Major Stakeholders

Product fulfillment teams, HR, complaint teams, training teams, dialer teams.