ROLE PURPOSE & OBJECTIVE
- Responsible for overseeing the end-to-end management of third-party vendors executing outbound calling functions such as welcome calling and banking product cross-sell.
- Responsible for performance management, dialer strategy, data optimization, compliance, hiring alignment, invoice validation, and contract governance.
- Provide expertise in contact center operations, dialer, campaign analytics, and commercial/vendor lifecycle management.

Vendor Strategy & Relationship Management
- Act as the central liaison for all outsourced contact center vendors supporting outbound campaigns.
- Define SLAs, KPIs, and contractual deliverables; ensure vendor performance meets business targets.
- Conduct regular vendor reviews and governance meetings to monitor progress, resolve issues, and track continuous improvement.
- Collaborate with Procurement, Legal, and Compliance teams on onboarding recent vendors, due diligence, and vendor lifecycle management

Operational Oversight Outbound Campaigns




- Manage and optimize day-to-day operations across welcome calling and multiple banking product cross-sell programs.
- Ensure achievement of key performance indicators such as contact %, sales conversion, AHT, and occupancy.
- Drive calling strategy across different campaigns, based on product priority, lead scoring, and customer segmentation.
- Align vendor capacities to business volumes, ensuring SLAs are consistently met.

Dialer & Calling Strategy Management
- Own dialer logic and configuration (predictive, progressive, preview) to ensure high efficiency and minimal drop rate.
- Work with dialer teams to manage retry logic, lead recycling, list loading, and time-band strategy.
- Analyze dialer metrics to continuously improve campaign performance connect %, RPC (Right Party Connect), and penetration rate

Data Management & Campaign Analytics
- Oversee lead allocation strategy and campaign data flow between internal systems and vendors.
- Analyze daily, weekly, a

📌 Specialist Phone Banking Vendor Management (Bengaluru)
🏢 Ujjivan Small Finance Bank
📍 Bengaluru