Role Description

Job Title

Team Manager - Virtual Sales

Business Unit

Virtual Sales

Reporting To

Regional Head / Zonal Head / Unit Head

Job Function and Role Type

Sales, Supervisory

Version No

1.1

Job Purpose

Lead a team of tele-callers to achieve business objectives, including revenue generation, product penetration, and digital growth. Ensure team productivity, quality of acquisition, and customer satisfaction through effective management and monitoring.

Key Responsibilities

Business Targets and Achievement

Achieve daily, weekly, monthly, and yearly business targets.

Monitor team productivity and ensure planned outcomes.

Drive portfolio objectives and ensure quality acquisitions.

Ensure activation and retention targets are met.

Dialer Hygiene and Calling Quality

Monitor dialer hygiene, including TOS and disposition capture.

Observe calls to enhance call handling skills.

Track hourly conversions and leads generated.

Manpower Management and Resource Development

Ensure workstations are staffed and operational.

Conduct daily huddles and monitor attendance.

Train and motivate team members to improve productivity.





Organize team-building activities and recognition programs.

CRM Generation, Lead Monitoring and Conversion Management

Generate and review CRM leads for specific products.

Ensure timely lead closures and improve conversion rates.

Collaborate with fulfillment teams for lead management.

Team Review and Tracking

Maintain hourly business counts and team performance reports.

Develop and share business tracking MIS with leadership.

Conduct call barging and provide feedback to improve performance.

Customer Query and Complaint Management

Address and resolve customer queries and complaints.

Ensure quality sales and adherence to processes.

Perform spot checks to ensure compliance and call etiquette.

Education

Graduation required; MBA preferred.

Certifications

IRDA Certification, knowledge of competition, regulatory knowledge.

Key Competencies

Interpersonal skills, sales and influencing, product knowledge, people management, communication skills.

Major Stakeholders

Product fulfillment teams, HR, complaint teams, training teams, dialer teams.

📌 Team Manager-Virtual Sales (Mumbai)
🏢 HDFC Bank
📍 Mumbai