Call Center Head - Financial Services

- Responsible for Managing a team of 50 VRMs / 2 TL's / Quality Manager ( Outbound)

- Streamlining the existing process and setting up of processes on an ongoing basis

- Responsible for new employee hiring

- Will be responsible for defined target and Revenue generation/productivity for the entire team ( VRm's productivity on calls, No of calls, Quality Parameters, Cross-sell/upsell of AMC's products )

- Cross-sell Upsell to Existing investor base basis analytical based calling, So that the objective of enhancing increased customer relationship is achieved.

- Improvement in the scripts and make new scripts as per the requirement

- Conduct complete training of all the new employees and continuous training for the existing employees

- Set up a process for Quality Checks on an on-going basis

- Keeping the team up to date on Markets and industry knowledge

- Driving a lot of initiatives and contests for target achievement on Multiple Parameters.

- Will be responsible for complaints management and how to reduce the same by providing competent and consistent service along with the superior digital experience. ( Maintain Service standards )

- Handle Escalation. Query and doubt handling.

- Coaching and feedback session for team handled. Timely reviews to be conducted

- Ensure the team is following is defined processes and compliance is maintained

- Ensure Adherence to process and Audit requirements

- Maintain Adherence to discipline in the team.

- Regular MIS to senior management and preparing presentations

- MIS reporting: To ensure accurate and timely reporting of MIS as circulated