Role & responsibilities

Business Leadership & Revenue Management

- Drive Personal Loan sales business through outbound and inbound contact centre channels. • Own and deliver monthly, quarterly, and annual business targets including login volumes, approvals, disbursements, and revenue.
- Develop and execute strategies to improve lead conversion and sales productivity.
- Drive profitability through efficient utilization of leads, manpower, and operational resources.
- Monitor business trends and recommend initiatives to improve performance and customer acquisition. Team Leadership & People Management
- Lead and manage a team of approximately 50-100 Tele Sales Executives through Team Leaders and Team Coaches/SMEs.
- Build a high-performance culture focused on accountability, productivity, and customer experience.
- Conduct regular business reviews, coaching sessions, and performance discussions with Team Leaders.
- Drive employee engagement, succession planning, talent development, and retention initiatives.
- Monitor workforce planning, attendance, shrinkage, and resource optimization. Sales & Performance Management
- Track and monitor key performance indicators including lead conversion, contact rate, login hours, productivity, approval ratio, and disbursement achievement.
- Identify performance gaps and implement corrective action plans.
- Ensure effective lead allocation and utilization for maximizing business outcomes.
- Drive continuous improvement in sales processes and customer engagement practices.
- Establish performance benchmarks and monitor team adherence. Operational Excellence
- Ensure smooth functioning of dialling systems, CRM platforms, and sales processes.




- Drive process standardization and operational efficiency across the contact centre.
- Collaborate with technology teams for automation and process enhancement initiatives.
- Ensure SLA adherence and timely resolution of operational issues impacting business performance.
- Continuously improve customer journey and sales effectiveness.
- Quality & Compliance Management
- Ensure adherence to regulatory guidelines, company policies, and process requirements.
- Monitor quality standards and customer interactions to improve sales effectiveness.
- Work closely with Quality and Training teams to enhance team performance.
- Handle escalated customer concerns and ensure timely resolution.
- Maintain compliance with audit requirements and internal controls. MIS & Stakeholder Management
- Review and analyse daily, weekly, and monthly business MIS reports.
- Present business performance updates, action plans, and insights to senior management.
- Coordinate with Credit, Operations, Product, Risk, Marketing, Technology, Branches, and Analytics teams to ensure seamless customer onboarding.
- Drive cross-functional initiatives to improve customer experience and business efficiency.
- Monitor market trends and competitor activities to recommend business improvements.

Preferred candidate profile

- 4--10 years of overall experience in Contact Centre Operations, Tele-sales, BFSI Sales, or Personal Loan Sales.
- Minimum 3-5 years of experience in managing teams of approximately 50-100 employees through Team Leaders and Team Coaches.
- Proven experience in achieving aggressive sales and business targets. • Robust experience in Personal Loan products and customer acquisition processes.
- Experience in Digital Leads, Aggregator Leads, Website Leads, and Contact Centre Sales Operations will be preferred.

📌 Hiring - Manager - Contact Centre - Personal Loan !!! (Gurugram)
🏢 IHFL
📍 Gurugram