Unit Head - Outbound Contact Centre - BFS

Strategic/Managerial Responsibilities

Penetration in Market through telesales, DSA, Direct and Referrals.

Core Responsibilities

- Provide leadership, expertise, direction and guidance to the Call Centre Operations for Customer Acquisition.

- Accountable for achievement of sales, profit, and strategic objectives for the Unit.

- Responsible for planning, budgeting and attaining cost to Income and revenue objective.

- Work closely with HR Function and own unit, to recruit, train and develop staff.

- Liaise with training and service quality team to ensure training needs are identified and addressed.

- Maximize agent sales productivity and efficiency on calls for revenue generation.

- Monitor to maintain high levels of quality, accuracy, process, database penetration, campaign conversion, and agent and unit productivity.

- Co-ordinate with other business unit, establish promotional campaign & sales contests to achieve sales numbers.

- Manage day-to-day operations of the unit as per defined processes, SLAs and ensure compliance to audit guidelines

- Work closely with vendor/partners to deliver quality service at optimum cost.

- Work closely with business and product team to inspect sales process, quality and prioritize opportunities for improvement.

- Keep up to date with recent market and industry trends, competitors, and leading customer strategies.

- Working closely with team members for their professional and individual growth.

- Regular Presentations with various teams on business update and forecast.