CG-VAK - Team Leader - Outbound Sales

Roles & 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.