Telecaller Supervisor

Company Description Paizo is a digital lending platform that offers instant short-term personal loans through a fully online process. The company focuses on providing fast, seamless access to credit for underserved customers across India. By using technology-driven lending solutions, Paizo aims to make borrowing more transparent, efficient, and customer-centric. Team members contribute to a mission-driven environment that values innovation, responsible lending, and customer trust. Working at Paizo offers opportunities to grow in a dynamic fintech setting with a focus on impact and inclusion.
Role Description The Telecaller Supervisor is a full-time, on-site role based in Jaipur. This role involves supervising a team of telecallers engaged in customer outreach, loan application follow-ups, collections, and service-related calls. The supervisor will monitor call performance, ensure adherence to scripts and compliance guidelines, and provide coaching and feedback to improve productivity and customer experience. Day-to-day responsibilities include managing call schedules, reviewing call recordings, preparing performance reports, and coordinating with operations, collections, and customer support teams. The role also involves handling escalated customer issues, aligning team targets with business goals, and maintaining a professional and motivating work environment.
Qualifications
Strong team leadership and people management skills, with experience supervising telecalling or customer service teams.
Excellent communication and interpersonal skills, including clear spoken English and Hindi and effective listening abilities.
Customer service and relationship management skills, with a focus on empathy, conflict resolution, and maintaining professionalism.
Operational and planning skills, including target setting, performance tracking, reporting, and workforce management.
Basic technical skills, such as working with CRM or dialer systems, call-monitoring tools, and standard office software.
Understanding of sales, collections, or lending processes, preferably in fintech or financial services.
Ability to work on-site in Jaipur, manage multiple priorities, and maintain accuracy under time constraints.
Relevant experience in telecalling, contact center operations, or supervisory roles; prior experience in digital lending is an advantage.
Minimum educational qualification of a high school diploma; a bachelor’s degree in business, finance, or a related field is preferred.

Work arrangement
No