Manager - Call Center Operations - BPO

The candidate will be responsible for end to end planning and implementing call center strategies and operations; improving systems and processes for the fulfillment of call-center tasks; devise sales strategies for cross-sell and up sell to existing database of customers; training and managing the call-center team for excellent customer service.

Job description:

- Manage the tele sales / support team to deliver business targets

- Devise and implement initiatives that maximize sales from existing relationships

- Administer fulfillment function of the process which involves nudging customers to provide KYC and other documents required for loan processing

- Manage the soft collection operations of the portfolio from 0-30 DPD

- Ensure excellent customer service by closely measuring TAT, call quality and process efficiency

- Train and grow the team to success

Experience:

- Candidates must possess 5-7 years of managing call center operations; devising and implementing sales strategies; most preferably in a call center of a bank, NBFC or other financial services institutions.

- Thorough understanding of call center operations, marketing and negotiating techniques

- Fast learner and passion for scale

- Self-motivated with a results-driven approach

- Excellent knowledge of call center technologies such as IP telephony, CRM systems, etc.

Should be able to read, write and speak Tamil