Job Requirements
About theRole: The Team Manager – Turbo Cross Sell plays a pivotal role in leading and managing the inbound/outbound call center operations within the Turbo Cross Sell function. This role is responsible for mentoring and training team members, optimizing departmental systems and processes, and ensuring high service standards across internal and external customer interactions. The ideal candidate will foster a culture of continuous improvement and lead by example to drive business growth and operational excellence
KeyResponsibilities:
Primary Responsibilities
Manage outbound call center operations focused on cross-selling various banking products.
Demonstrate solid understanding of call center technology, including dialer mechanisms and PRI (telecom lines), to enhance business performance.
Lead a team of 75–90 outsourced or captive call center employees, ensuring effective hierarchy and vendor relationships.
Align daily, weekly, and monthly operations with business budgets and targets.
Monitor agent performance metrics such as talk time, idle time, and wrap time.




Oversee rostering and shrinkage management to maintain operational efficiency.
Drive increased business output while maintaining adherence to call procedures and quality standards.
Secondary Responsibilities
Conduct daily reviews with team leaders and agents to plan and align goals.
Provide one-on-one coaching to team leaders and agents to support target achievement.
Collaborate with the quality team to ensure customer experience meets business expectations.
Drive productivity improvements through real-time coaching and performance management.
Resolve technical queries in day-to-day operations by coordinating with internal and external stakeholders.
Identify process gaps and implement improvements to enhance sales and service quality.
Facilitate workflows, processes, and procedures to ensure smooth call center operations.
Managerial Responsibilities
Review performance of Team Managers and T

📌 Team Manager Turbo Cross Sell Mumbai (India)
🏢 IDFC FIRST Bank
📍 India