Level: L4
Department: Lead Management
Designation: Assistant Manager – Call Centre & Campaign
Responsible for: Call Centre & Campaign
Location: Hyderabad
Experience: Min. 5–7 years of experience managing Call Centre operations and/or Campaign Management, preferably in Financial Services/Banking/NBFC
Qualification: Any Graduate/MBA
Reporting to: Manager
Nature of Role: Individual Contributor role
SKILL SET REQUIRED
Excellent interpersonal & channel management skills
Effective planning, organizing & execution skills
Good command over MS Excel & PowerPoint
Knowledge of campaigning tools & knowledge of digital marketing would be an added advantage
Strong analytical skills with a creative mindset
Result orientation
ROLE PROFILE / JOB RESPONSIBILITIES
1) Call Centre & Lead Management
Manage the entire Lead Management Call Centre operations, ensuring optimal call centre manpower productivity.
Drive day-to-day Call Centre activities and implement new initiatives to improve performance.
Coordinate with the IT team on current initiatives and system-related projects.
Ensure quality lead generation and conversion.
2) Campaign Management
Plan, execute and monitor Inbound & Outbound calling campaigns, and digital campaigns through SFMC — across Text Message, WhatsApp, Voice Bot, Interactive Voice (IVR), and Emailer — to maximise lead generation & conversion.
Track campaign performance basis data analytics and refine strategy accordingly.
KEY PERFORMANCE AREA
Call Centre Operations & SLA Compliance
Agent Productivity & Performance Evaluation
Quality Lead Generation as per set targets
Campaign Management – Plan, Execution & Performance Tracking/Monitoring
Business Monitoring & MIS