Tata Capital - AVP - Call Center

Responsibilities :

- Managing the inbound and outbound call centre as a profit centre

- Managing the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations

- Doing needs assessments, performance reviews and cost/benefit analyses and deployment

- Developing methods for cross-selling & upselling and improvising the existing resources efficiently to improve the productivity.

- Setting/meeting performance targets for speed, efficiency, sales and quality

- Ensuring all relevant communications and data are updated and recorded

- Advising clients on products and services available

- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues

- Managing stakeholders with the underwriting, sales, collections and product teams to ensure the delivery of quality calls, gathering relevant information on the customer base and upskilling the team on effective sales and product deployment.

- Maintaining up-to-date knowledge of industry developments and involvement in networks and design strategies along with product team to identify customer segments for increasing sales.

- Monitoring random calls to improve quality, minimise errors and track operative performance

- Coordinating staff recruitment, writing job adverts and liaising with HR staff

- Reviewing the performance of staff, identifying training needs and planning training sessions

- Recording statistics, user rates and the performance levels of the centre

- Preparing reports on these statistics, rates and performance levels

- Handling the most complex customer complaints or enquiries

- Organizing shift patterns and the number of staff required to meet demand

- Coaching, motivating and retaining staff

- Coordinating bonus, reward and incentive schemes

- Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.