Team Lead - Outbound Contact Centre

About the role

Lead a high‑performing outbound contact centre team in Thane, ensuring exceptional customer service, cross‑sell targets, and operational excellence. Oversee daily performance metrics, coach agents, and drive continuous improvement through data‑driven insights. Collaborate with internal stakeholders to align sales strategies and product knowledge, ensuring staff are fully certified and equipped to meet portfolio benchmarks. Manage customer engagement, product penetration, and profitability, while maintaining rigorous compliance and quality standards. This role requires strong leadership, multitasking, and the ability to navigate challenging situations, fostering a culture of teamwork and accountability.

What you’ll do

• Ensure seamless servicing of customers
• Make agents aware of Scorecard targets & Portfolio Benchmark
• Ensure cross sell to customers on asset products
• Generate income at customer level
• Meet cross sell targets on Third Party Products
• Train staff on product knowledge and certifications
• Review daily sales reports and guide improvements
• Monitor performance of sales resources
• Review customer base for contactibility, eligibility, product penetration & profitability
• Activate every customer / improve product penetration

What you’ll bring

• 5-8 years experience
• Graduate degree (any specialization)

Education

Graduate