Job Purpose - Responsible for delivery of Business KPIs with the help of resources deployed by outsourced partners
Key Result Areas/Accountabilities
- Effective deployment of human resources approved for each process on campaigns
- Effective deployment of Dialer strategy to ensure optimal business outcomes
- Ensure excellent customer experience at the OBCC centers.
- Provide necessary insights and corrective actions to enhance campaign effectiveness
- Work with Key stake holders including partners, Corporate verticals and cluster teams
- Monitor Capacity Planning and Execution at the site along with spends
- Deliver Business KPIs including: retention targets, Revenue enhancement, plan upgrades etc.
Core- Competencies, Knowledge, Experience
- Valuable understanding about Post-paid & prepaid processes
- Understanding about OBCC operations, Partner Management
- Ability to deliver through inter personal skills, people management
- Strong Execution Skills & Communication skills
- Sales experience is an added advantage
Must have technical / professional qualifications
- Graduate/Post Graduate/ MBA with 7-10 years of experience in various customer service roles , preferably Front end facing roles
- Knowledge of various systems, process and reporting tools
- Good analytical abilities