Role/ Job Title: Product Sales Lead-Cross Sell
Function/ Department: Cross Sell
Key / Primary Responsibilities -
Manage Outbound Call Center who is responsible to generate business for Cross Sell of
various products. Generate interest of customers who are pre-approved for Bank’s
financial services through call center.
Understand call center management along with solid knowledge on the mechanism of
technology as to how the dialer in call center helps grow the business rapidly. Since
without this technology operation the call centers cannot be operated. Strong data
analytical skills as to how to increase the contacts with the help to PRI (Telecom lines)
Also they would be managing approximately 1000+ employee outsourced/captive call
center staff with their respective hierarchy and relationship as well with the vendor,
hence strong people management & Interpersonal skills are a mandate.
Align with business budget monthly, quarterly and yearly and design strategy to deliver
the business.
Analytics management – Database management to gauge the output and align dialing
strategies for better output.
Develop strategy to deliver qualitative business using triggers like – Incentives,
Customer Experience, Attrition management.
Increased call center business output, while maintaining call procedures for maximum
effectiveness.
Secondary Responsibilities -
Design review mechanism at every layer to understand the pulse and define strategies
Conduct performance reviews periodically for better deliveries
Responsible to manage complete hierarchy of Outsourced call center through strong
relationship management.
Maintaining & approving call center billing month on month and driving efficiencies to
lower the cost.
Skilled to create performance matrix for a review with Bank’s Leadership team.
Skilled to manage technical queries encountered in day to day call center operations
and resolve the same with internal & external stake holders.
Identify pr