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