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.
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