Experience:

15 - 22 years of relevant experience in managing large scale outbound call centre operations.

Roles & Responsibilities:

- Manage Outbound Call Centre responsible for generating business through cross sell of various products.

- Generate interest of customers who are pre-approved for Bank financial services through outsourced call centre.

- Understand call centre management along with strong knowledge on the mechanism of technology as to how the Dialer in call centre helps grow the business rapidly.

- Strong data analytical skills to increase contacts with the help of PRI lines.

- Manage approximately 200 - 300+ employee outsourced/captive call centre staff with their respective hierarchy and relationship as well with the vendor, hence strong people management & Interpersonal skills are a mandate.

- Align with business budget monthly, quarterly and yearly and design strategy to deliver the business.

- Analytics management - Database management to gauge the output and align dialling strategies for better output.

- Develop strategy to deliver qualitative business using triggers like Incentives, Customer Experience, Attrition management.

- Increased call centre business output, while maintaining call procedures for maximum effectiveness.

Secondary Responsibilities:

- Design review mechanism at every layer to understand the pulse and define strategies.

- Conduct performance reviews periodically for better deliveries.

- Responsible to manage complete hierarchy of Outsourced call centre through strong relationship management.

- Maintaining & approving call centre billing month on month and driving efficiencies to lower the cost.

- Skilled to create performance matrix for a review with Bank Leadership team.

- Skilled to manage technical queries encountered in day to day call centre operations and resolve the same with internal & external stake holders.

- Identify process weaknesses to improve sales with quality.

- Strong process orientation on daily business delivery.

- Facilitate call centre workflows, processes, and procedures.

Managerial & Leadership Responsibilities:

- Strong team player.

- Demonstrates Managerial effectiveness and helps the team to develop the same.

- Defines strategy and participate with team to help deliver the business month on month.

- Provide team members monthly training regarding call centre policies and procedures and data handling and systems training.

Key Success Metrics:

- Business Delivery - As per defined targets.

- Cost management.

- ROI management as per business budgets.

- Revenue Generation - product specific.

- Attrition management.

- Process adherence in detail.