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 (India)
🏢 Ujjivan Small Finance Bank
📍 India