- Work Hard: Consistently puts in effort, plans and tracks daily progress to achieve targets.
- Execute with Rigor: Takes responsibility for meeting targets with focus and effort.
- Own It: Maintains honesty and fairness in all interactions in line with the organization's policies.
- Act with Integrity.
Duties and Responsibilities
1. Responsible for sales activities through call-center for Banking / non-banking products.
2. Campaign management for call-centre.
3. Data Management & Vendor management.
4. Managing growth and profitability of Personal Loan & Telebinding Channel in PLCS.
5. COA management.
6. Conceptualize and develop promotional campaigns for all the channels.
7. Drive call centre team to achieve sales targets and conduct regular reviews with team to ensure business plan is executed.
8. Measure productivity and implement training measures to bridge the gap to achieve required productivity.
9. Initiate and lead various process enhancement and system development projects for both the channels.
10. Identify process improvement areas and re-engineer the existing processes to bring efficiency & reduce cost.
11. Monitoring performance and suggest corrective action for:
- Key business metrics
- Product and portfolio performance
- Employee - Call Centre teams productivity
- Compliance, policies, guidelines & processes
12. Resolve all customer escalation and queries related to both channels.
Systems Understanding & Data Analysis:
13. Understanding of CRM & lending system - Salesforce.com / UNICA.
14. Understanding of campaign management in Dialer.
15. Data extraction from various sources like UNICA / Salesforce and analysis in congruence with the business requirements.
16. Tracking all important metrics of business on a regular basis.
17.
Initiate request and coordinate with IT & COE for any recent requirement related to system enhancement.
18. Need to have excellent Excel and PowerPoint skills.
Required Qualifications and Experience
1. Responsible for sales activities through call-center for Banking / non-banking products.
2. Campaign management for call-centre.
3. Data Management & Vendor management.
4. Managing growth and profitability of Personal Loan & Telebinding Channel in PLCS.
5. COA management.
6. Conceptualize and develop promotional campaigns for all the channels.
7. Drive call centre team to achieve sales targets and conduct regular reviews with team to ensure business plan is executed.
8. Measure productivity and implement training measures to bridge the gap to achieve required productivity.
9. Initiate and lead various process enhancement and system development projects for both the channels.
10. Identify process improvement areas and re-engineer the existing processes to bring efficiency & reduce cost.
11. Monitoring performance and suggest corrective action for:
- Key business metrics
- Product and portfolio performance
- Employee - Call Centre teams productivity
- Compliance, policies, guidelines & processes
12. Resolve all customer escalation and queries related to both channels.
Systems Understanding & Data Analysis:
13. Understanding of CRM & lending system - Salesforce.com / UNICA.
14. Understanding of campaign management in Dialer.
15. Data extraction from various sources like UNICA / Salesforce and analysis in congruence with the business requirements.
16. Tracking all important metrics of business on a regular basis.
17. Initiate request and coordinate with IT & COE for any new requirement related to system enhancement.
18. Need to have excellent Excel and PowerPoint skills.