Team Lead - Contact Center - Loans

About Us:
Chqbook.com is India's largest curated financial marketplace. We provide a massive choice of
financial products, zero joining fee across products and Fulfilment by Chqbook for outstanding
service irrespective of the Bank or Financial Institution customers apply for. Having Harsha Bhogle as
our brand ambassador our goal is to make India Financially Fitter. We touch the lives of over a
million customers every month and are on-track to scale 30x this year as well.

Job Overview:

The Team Leader's responsibility is to ensure individual agents are performing against targets,
while reviewing their performance and coaching them to do so.
The TL will be responsible for handling tele agents on the floor in Chqbook Contact Centre through
direct interaction with them with the goal of motivating, coaching and mentoring them to improve
sales and individual’s productivity and performance. These interactions are very important for the
company as they are the first step in the ladder of the complete process of the sales. WE at
Chqbook.com believe that Team leaders are highly motivated people with confidence, integrity,
knowledge and problem solving.

What will your role look like?

 Work closely with the team, motivating and coaching them
 Hosting team meetings and regular sessions to observe individual performance and provide
honest and actionable feedback through one-on-one sessions.
 Monitoring both agent & dialer performance on real time to drive output and give feedback
through one-on-one sessions.
 Keeping up to date with business development and new product lines.
 Manage day-to-day line activities, prioritise and make risk/impact assessments, manage daily
sales targets, Attrition, Utilization, Shrinkage, etc.
 Ensure training and development plans are maintained for all team members
 Agent mentoring, coaching & feedback sharing by monitoring calls for team members.
 Use company methodology, team input and own initiative to ensure attendance and retention
targets are achieved also consistently and effectively implement the Performance
Management Process as a leadership tool to help employees maximize their performance.
 Work with the management team to identify and deliver positive change and business
efficiencies
 Analyse metrics and any issues that could affect achievement of sales target.
 Initiate process improvements by identifying service delivery gaps, offer solutions and
successfully implement ideas.
 Analyse skills and abilities to identify individual strengths and opportunities to develop action
performance parameters.
 Support the Operations Manager to highlight operational risks and areas for improvement and
to highlight operational risks and areas for improvement.

 Lead and inspire a team of sales agents to deliver excellent levels of individual/team
performance and customer satisfaction
 Support the Head of Sales to deliver business targets and objectives and create a performance
orientated culture
 Deliver the allocated part of the operation within agreed budgets, service levels and business
targets
 Escalate any appropriate problems to senior management
 Motivate, Collaborate and Inspire with an open communication culture.
 Adhering to process SOPs.
 Setting clear team goals and setting deadlines for your team.

Who are we looking for?

*Graduate/Post Graduate with Minimum of 2 years of experience within a contact centre
environment as a Team Leader.
*Prior experience in sales of business loans and personal loans.
*Preferred Language is Kannada and Telugu.
*Proven work experience as a Team Leader with In-depth knowledge of performance metrics in
financial industry.
*Efficiency in Excel/Google Spreadsheet.
*Strong delivery focus and end result orientation .
*Team management experience.
*Coaching and communication skills.
*Experience within customer services.
*Excellent leadership and communication skills.
*Strong coaching and people-development skills through call listening, quality feedback, etc.
*Ability to deal with demanding customers and escalations.
*Energetic and motivating individual with creative thinking.