Responsibilities
Responsible for sales activities through call centre for Banking / non-banking products
Campaign management for call centre.
Data Management Vendor management.
Managing growth and profitability of Personal Loan Telebinding Channel in PLCS
COA management
Conceptualize and develop promotional campaigns for all the channels
Drive call centre team to achieve sales targets and conduct regular reviews with team to ensure business plan is executed.
Measure productivity and implement training measures to bridge the gap to achieve required productivity
Initiate and lead various process enhancement and system development projects for both the channels
Identify process improvement areas and re-engineer the existing processes to bring efficiency reduce cost
Monitoring performance and suggest corrective action for: Key business metrics, Product and portfolio performance, Employee - Call Centre teams productivity, Compliance, policies, guidelines processes
Resolve all customer escalation and queries related to both the channels
Systems Understanding Data Analysis: Understanding of CRM lending system - Salesforce.com / UNICA
Understanding of campaign management in Dialer
Data extraction from various sources like UNICA / Salesforce and analysis in congruence with the business requirements
Tracking all key matrix of business on regular basis
Initiate request and coordinate with IT COE for any current requirement related to system enhancement
Need to have excellent excel and PowerPoint skills
Qualifications and Experience
Responsible for sales activities through call-centre for Banking / non-banking products
Campaign management for call-centre.
Monitoring performance and suggest corrective action for: - Key business metrics- Product and portfolio performance- Employee - Call Centre teams productivity- Compliance, policies, guidelines processes