Role & responsibilities: The Team Leader Telemarketing Operations will be responsible for leading a team of Telemarketing Executives engaged in customer acquisition, loan lead generation, customer engagement, and business support for the Microfinance / MLAP / IL business. The incumbent will drive tele-calling productivity, ensure timely lead allocation and follow-up, improve conversion rates, maintain data quality, and support branch business teams in achieving business objectives while ensuring adherence to RBI, Fair Practices Code, and internal compliance guidelines.

Team Leadership
- Lead, supervise, motivate, and monitor a team of Telemarketing Executives across Kochi and Noida.
- Allocate daily calling targets and monitor individual productivity.
- Conduct daily team huddles and periodic performance reviews.
- Coach team members on customer handling, objection management, and conversion techniques.
- Identify training needs and facilitate continuous skill development.

Customer Acquisition & Lead Management
- Ensure timely calling of allocated customer databases and digital leads.




- Generate quality leads for Microfinance loan products.
- Qualify prospective customers based on predefined eligibility criteria.
- Coordinate with Branch Business Teams for lead allocation and customer conversion.
- Monitor lead ageing and ensure timely follow-up until closure.
- Improve lead conversion and appointment generation.

Operational Excellence
- Monitor daily calling productivity and campaign performance.
- Ensure adherence to tele-calling scripts and standard operating procedures.
- Maintain high standards of customer interaction and service quality.
- Ensure accurate customer information and call outcomes are updated in the CRM system.
- Ensure complete documentation of customer responses.

Quality & Compliance
- Conduct regular call quality monitoring and provide feedback.
- Ensure compliance with RBI Fair Practices Code, customer consent requirements, and internal te

📌 Customer Retention Tele Calling (Ernakulam)
🏢 Muthoot Microfin
📍 Ernakulam