Program Manager - Call Centre - AMC

As a Program Manager, you will be part of a team dedicated to driving the growth of the D2C business .You will engage with internal stakeholders, meet growth & retention goals, and accelerate the rate of adoption of products.

In this role, you will work with internal teams & external partners to enable investors to achieve their goals through investments made in relevant products. You'll partner with internal stakeholders to align on key customer business objective & drive superior execution. Responsibilities include :

- Oversee the day-to-day performance of outbound call center to achieve sales & retention outcomes

- Monitor & share regular updates on performance metrics and operational scorecards

- Act as a liaison between the team and vendor - allocate sales targets, create timely trainings on new products & soft skills, respond to queries, and resolve any challenges that arise.

- Analyze team and individual statistics including call quality; prepare MIS reports, devise, and implement incentive programs to improve metrics while maintaining quality.

- Contribute to development of systems and processes that will increase operational efficiency & drive sales outcomes

- Previous experience in Digital Banking, NBFC or Fin-Tech delivering product marketing strategies is a must

- Excellent communication, management, interpersonal and leadership skills

- Proficient in MS Office

- Analytical and problem-solving skills

- Ability to work in a proactive, organized, and responsible way

What is the prior experience needed?

- 5-7 years of experience with 2+ years of managing an outbound call center.