Team Lead - Call centre
Muthoot
4 - 8 years
Hyderabad
Posted: 26/07/2025
Job Description
Role Title | Team Leader – Call Center |
Employee Interviewed |
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Reports To | Call Center Manager |
Company | Muthoot Fincorp Limited |
Function/Department | Operations & Change Management |
Location | Hyderabad |
Written By | Sabarinath Menon (Lead – OD & Performance) |
Approved By (Functional Head) |
|
Date (Written On) | September 2024 |
ROLE SUMMARY (PURPOSE)
The Team Leader (TL) in a call center for Muthoot Fincorp Limited (MFL) is responsible for supervising a team of call center agents, ensuring high levels of performance, customer satisfaction, and compliance with regulatory standards. They provide coaching, conduct performance evaluations, and collaborate with other departments to optimize operations and achieve business objectives.
ORGANIZATIONAL CHART
KEY RESPONSIBILITIES
- § Team Supervision: Lead, motivate, and manage a team of call center agents to meet performance targets and deliver exceptional customer service.
- § Performance Monitoring: Track team metrics such as call volume, customer satisfaction, and resolution rates, providing insights to improve performance.
- § Coaching and Training: Conduct regular coaching sessions, skill development workshops, and performance reviews to enhance team capabilities.
- § Compliance Management: Ensure adherence to RBI regulations and internal policies while handling customer interactions and sensitive data.
- § Issue Resolution: Address escalated customer complaints and complex issues, ensuring prompt and effective resolution.
- § Reporting: Prepare and present reports on team performance, trends, and areas for improvement to senior management.
- § Collaboration: Work closely with the training, quality assurance, and operations teams to align goals and improve overall service delivery.
- § Recruitment and Onboarding: Assist in hiring and onboarding new agents to maintain team strength and performance.
KEY INTERACTIONS
Internal Stakeholders | External Stakeholders |
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KEY SKILLS & BEHAVIOURAL ATTRIBUTES
- § Customer service management
- § Team leadership and training
- § Sales and cross-selling strategies
- § Call center software proficiency (CRM tools and systems)
- § Data analysis and reporting
- Behavioral Attributes- Driven and in alignment with our Purpose “Transforming the life of the common man by improving their financial well-being” and anchored by our core value of integrity, collaboration, and excellence.
EDUCATION / EXPERIENCE
- § Minimum Qualification: Any Graduate.
- Nature of Experience: 3+ years of experience in a customer service or call centre function, preferably in financial services.
About Company
Muthoot Finance Ltd. is India’s largest Non-Banking Financial Company (NBFC) specializing in gold loans. Headquartered in Kochi, Kerala, the company offers a wide range of financial services including personal loans, insurance, money transfer, forex, and microfinance. Its core business is providing instant loans against gold jewellery, primarily serving the unbanked and underserved population across urban and rural India. With over 6,000 branches and a strong presence in international markets like the UAE, USA, and UK, Muthoot Finance is known for its deep-rooted trust, operational scale, and strong commitment to financial inclusion. The company is publicly listed and regulated by the Reserve Bank of India.
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