Role:

Key Responsibilities:

- To increase and achieve the target number of customer contact through dialler interface per month

- To drive training of Tele-callers and achieve the target training man-days of call centre agents

- Work closely with product to drive various initiatives, offer and campaigns to create demand or generate leads through prospect call mechanism.

- Define and monitor key operations metrics, customer VOCs and provide meaningful insights to drive revenue, quality and improvements.

- Conduct resource planning, recruit agents, coach and provide timely performance feedback.

- Participate in business meetings, submit reports/MIS to management and suggest new ideas and strategies.

- Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide coaching and keep a pulse on the team.

- Identify and drive process improvement efforts and cross-functional projects, collaborating often with the product and tech teams, Training & Quality, and various customer-facing teams Participate in the hiring and on boarding process of Tele-Callers

- Plan and get the required automation done to improve the overall efficiency of Call centre.

Key Performance Indicators:

- Monitoring the database acquired through digital marketing/internal customer campaigns and allocate the calling numbers to the team

- Creating right pitch/calling script campaign wise

- Supervising the team of tele-callers to monitor the daily work progress

Analysis of the daily calling data and information received

- Training of newly joined call centre agents

- Daily/Weekly/Monthly Reporting of calling data of all Tele-callers

- Managing all escalations from the call centre agents and resolving queries

Qualification Required

- Bachelor's/Master's Degree 5+ years of Experience in managing contact centre (Qualitative)

- Current account sales experience in Banks/Fintech would be an advantage

- Good communication skills

- Customer Focus /Process Orientation /Business Acumen / teams conflict management and resolution