Senior Associate at V-Konnect Associates
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Unit Manager - Liability Acquisition/Onboarding - Call Center (8-12 yrs)
Unit Manager - Liability Acquisition/Onboarding
- 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.
- Minimum 8 to 12 years of work experience in Contact Center Operations and
- Knowledge of Banking products & services.
- Knowledge of Contact Center experience or Branch Banking experience as "Operation Manager" will be an added advantage.
- Sales and Team Handling experience with high performance track record.