Description:

Role Overview:

We are seeking high-performing Unit Managers to lead and scale our Inbound Channel operations at our Hyderabad Contact Centre. This is a strategic leadership role responsible for driving business outcomes across Inbound Voice, FRM, and a dedicated NIYO team, while ensuring operational excellence, compliance, and superior customer experience.

The ideal candidate will bring a strong blend of sales leadership, operational rigor, and people management, with a proven ability to drive high-volume performance in a regulated, KPI-driven environment.

Key Responsibilities:

Leadership & Team Management:

- Lead, mentor, and manage a large team structure comprising Team Leaders and 25+ Customer Care Associates.

- Build a high-performance culture focused on accountability, productivity, and continuous improvement.

- Drive capability building through coaching, feedback, and performance reviews.

Business & Sales Performance:

- Own and deliver sales targets across Insurance, Deposits, CASA, and inbound product lines.

- Drive conversion, revenue, and productivity metrics, ensuring consistent overachievement of KPIs.

- Partner with cross-functional teams to enhance sales effectiveness and customer outcomes.

Operational Excellence & Compliance:

- Ensure 100% compliance with internal policies, regulatory guidelines, and process controls.

- Maintain strong governance across Inbound Voice, FRM, and NIYO operations.

- Monitor quality, ESQ (Experience Service Quality), and customer satisfaction metrics.

Analytics & Performance Optimization:

- Analyze performance trends, identify gaps, and implement data-driven corrective action plans.

- Leverage MIS, dashboards, and reports to improve operational efficiency and predict risks.

- Drive continuous process improvements and best practices.

Customer Experience:

- Champion exceptional customer experience across all inbound interactions.

- Balance sales outcomes with service quality, ensuring long-term customer value.

Experience & Qualifications:

- 5-7 years of experience as a Unit Manager handling Inbound Voice / Outbound Sales.

- 8-10 years of overall experience in contact centre sales operations.

- Proven expertise in team handling, sales delivery, and compliance management.

- Strong experience managing large teams in high-volume environments.

- Excellent stakeholder management and decision-making skills.

- Ability to thrive in a target-driven, fast-paced contact centre environment.

Why This Role Is High-End:

- Ownership of large-scale inbound sales operations.

- Direct impact on revenue, customer experience, and operational strategy.

- Leadership visibility and growth into Senior Manager / Operations Head roles.

- Exposure to multi-line financial products and enterprise processes.