Branch Manager - Telesales - BPO/ITeS

Branch Manager- Telesales/BPO -outbound

Location-Bangalore -Adukody

Ctc:- 8.0 LPA -10 LPA

Experience 8 to 12 yrs of experience in Telesales/BPO -outbound)

Education and Graduate in any specialization with MBA preferably from a reputed institute, and a minimum 8 - 12 years experience in client/customer servicing (out of which a minimum experience of 4-6 years in Team Handling is required).

Job Role:

- Ensuring that the TLs meet the targets and sending reports to the manager on the targets achieved

- Periodically reviewing the performance of the team, driving metrics around individual performance, attrition, quality, talk time and number of calls being made by the team

- Constantly motivating executives driving them towards incentives and controlling attrition

- Responsible for planning the resources required for his / her team and work with HR to get the right talent on board

- Promote a cohesive & high performance work environment by continuously engaging with the team members, providing development feedback and right training inputs

- Review the performance of the team members on a regular basis and help them to improve the productivity

- Monitor, facilitate and ensure the team adheres to the processes

- Guide / mentor and train the team members in building their capabilities and improving their performance

- Actively participate/contribute in continuous improvement projects

Skill and Competencies Business Knowledge :

- Process Monitoring and adherence

- Customer Service Orientation

Language skills :

- English / Regional Kannada/ Vernacular

- Telemarketing Skills

- Selling Skills

- Analytical Skills

- Sound computer knowledge / Computer Values - Integrity, Honesty, Respect

- Good Communication Skills

- Executive Presence

- Persuasion Skills

- Result Orientation

- Attention to detail

- Strong Leadership and team handling skills

- Emotional intelligence

- Stress Management

Presentation skills :

- Candidate with exposure in various sectors like banking, retail and call centre preferred. Pure call centre background not favoured.