Call Center Manager - Telesales

Main duties are as follows:

1. Liaison with the call center teams and drive the daily & weekly Lead & Revenue targets

2. Liaison with the Field teams, share and drive revenue targets

3. Conduct weekly & monthly reviews with the call centers

4. Ensure data adequacy & optimum utilization of data

5. Ensure all campaigns perform to optimum level

6. Esnure revenue is generated by Field Teams on the Leads genertaed by the Call Center

7. Identify gaps in processes and take necessary actions

8. Ensure creation of dashboards and sharing the same with the internal and external teams

9. Improve Agent Productivity

10. Ensure timely Certification, OJT & Training of Agents in all centers through T&Q Team

11. Ensure proper Training module / script creation, revision and adherence as per process requirement with the help of T&Q

12. Calibrate/ Brage calls for all centers along with T&Q

13. Manage customer / channel escalations

14. Business planning of the LOB which includes head count planning, budget provisioning and billing