Manager - Call Center

Key Responsibilities:-

Drive overall performance for the Call center : 

- Strategize and execute targets every month based on the budgeted targets

- Improve data to lead generation and monitor conversions

- Tracking key metrics on a daily basis - caller wise, statewise contactability, Not interested cases, Conversions

- Locationwise review - state level, SM level, agent level

Execute strategic priorities for the Call center : 

- Customer segmentation to drive contactability and conversion

- Campaign design and tracking on weekly basis

- Incentive scheme design and roll out

- Introduce best practices / improvements in the functioning of the HFC call centres

Quality, Review and improve day to day operations : 

- Initiatives to improve contacts, conversions

- Increase customer satisfaction through timely customer complaint redressal

- Enforce proper service protocols and standard operating procedures

- Ensure agent call quality as per the set standards