Job Purpose:

Responsible for managing the Outbound & Inbound Customer Call Centre for up-selling & X-Selling various financial products as part of Customer Lifecycle Management.

Principal Accountability:

1. End to End Sales Calling Management:

- End to End Outbound IVR Management by working with external partners for Up-Selling & Cross-Selling various financial products such as Personal Loans, Insurance & other Fee Income products

- End to End Inbound Calling Management for assisting customers who want to buy financial products but facing some technical challenge

- Work closely with Tech for designing & optimizing a scalable infra for selling various products

- Hiring, training, coaching and leading call center representatives as they provide support for customers

- Designing and roll out of contests and incentive schemes along with partners to driver higher productivity

2. Call Centre Performance Management & Analytics:

- Manage and improve call center performance through performance monitoring, problem resolution, system audits and quality assurance measures

- Summarize, collect, and analyze call center trends and data for regular performance reports

- Design & Test various experiments to driver higher productivity & optimize the Channel Cost by collaborating with internal teams

- Preparing reports and analyzing call center data to improve process, ensure resources are properly allocated and maximize efficiency and customer satisfaction

3. Outbound Sales Governance:

- Establish a high standard for productivity, quality, customer service as well as define user guidelines

- Assisting other management team members in identifying trends and establishing call center goals

- Adherence to the Standard Operating Procedure and setting up the governance for Call Centre

- Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures

4. Funnel Management:

- Monitor all stages of the funnel and work on driving efficiency at every stage to lift conversion of the eligible base

- Collaborate with stakeholders across Tech, Credit, Ops, and Products in solving for funnel issues and bring new ideas to action to improve conversions

Qualifications:

- MBA from premier B-school

- 5-7 Year of Experience in Call Centre Management & from lending/insurance industry

Work Experience:

- Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.

- Exceptional interpersonal, customer service, problem solving, verbal and written communication skills.

- Proficiency with necessary technology, including App/Customers/Telephony, Software Applications

- Strong coaching and leadership skills, ability to motivate employees

- Previous customer service experience, especially in same industry preferred.

- Able to provide evidence of working in a target related environment and can demonstrate the ability to go the extra mile, to exceed expectations