Unit Manager - Contact Center - Liability

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

- 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 Spectrum Bankers sales productivity and efficiency on calls for revenue generation. Proactively highlight Top/Bottom performers on a regular basis through different MIS.

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

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

- Drive reward and recognition programs for motivating team members to improve performance

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

- Work closely with Quality Team to deliver services without any errors on guidelines

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

- Study competition benchmarking to improve the efficiency of channel to become best in industry

- 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.