Inbound Team Leader - Cross Sell (BFSI Process)
Location: Turbhe, Navi Mumbai | Employment Type: Full time | Joining: Immediate

About the Role

Are you a natural leader who thrives on turning conversations into conversions? We're looking for a dynamic Inbound Team Leader to head a high-energy Cross Sell desk within a Banking, Financial Services & Insurance (BFSI) process. This is your chance to step into a leadership role where your voice, your strategy, and your people skills directly drive business results. If you've got the hustle to lead from the front and the heart to bring out the best in your team, this role was made for you.

What You'll Own
- Lead, mentor, and energize a team of inbound cross-sell associates, pushing them to consistently exceed daily and monthly targets
- Own the floor — conduct regular huddles, one-on-one coaching sessions, and performance reviews that actually move the needle
- Monitor live and recorded calls to ensure top-notch quality, compliance, and persuasive cross-selling technique
- Track and analyze key performance metrics — conversion rate,



average handling time, quality scores — and translate data into action plans
- Be the first point of escalation for customer concerns, resolving issues swiftly while protecting customer experience
- Partner closely with training and quality teams to keep your team's skills sharp and their confidence sharper
- Create a culture of accountability, positivity, and healthy competition on the floor
- Identify top performers and nurture future leaders within your team
- Ensure adherence to process guidelines, compliance standards, and organizational policies at all times

What You Bring to the Table
- Prior experience leading a team in an Inbound process, with hands-on exposure to Cross Sell — this is essential
- Excellent verbal and written communication skills — you know how to command a room and win over a customer
- A track record of driving performance and hitting targets, even under pressure
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