Manage Outbound Call Centre who is responsible to generate business for Cross Sell of various products
Generate interest of customers who are pre-approved for Bank’s financial services through outsourced call centre
Understand call centre management along with strong knowledge on the mechanism of technology as to how the Dialer in call centre helps grow the business rapidly
Align with business budget monthly, quarterly and yearly and design strategy to deliver the business
Analytics management – Database management to gauge the output and align dialling strategies for better output
Develop strategy to deliver qualitative business using triggers like – Incentives, Customer Experience, Attrition management
Increased call centre business output, while maintaining call procedures for maximum effectiveness
Design review mechanism at every layer to understand the pulse and define strategies
Conduct performance reviews periodically for better deliveries
Responsible to manage complete hierarchy of Outsourced call centre through strong relationship management
Maintaining & approving call centre billing month on month and driving efficiencies to lower the cost
Skilled to create performance matrix for a review with Bank’s Leadership team
Skilled to manage technical queries encountered in day to day call centre operations and resolve the same with internal & external stake holders
Identify process weaknesses to improve sales with quality
Solid process orientation on daily business delivery
Facilitate call centre workflows, processes, and procedures
Education Qualification:
Graduation: Any
Post Graduation: MBA preferred
Experience:
12-18 years in BPO and credit cards sales
Age: Max. 38, can go upto 40 if relevant experience is there