Description:

Role Overview:

We are hiring experienced Unit Managers Sales for a leading bank to manage and drive performance for Inbound Channel Sales operations at the Hyderabad Contact Centre.

The role involves end-to-end ownership of inbound sales processes, team management, compliance adherence, and delivering superior customer experience while achieving aggressive sales targets.

The ideal candidate will have strong exposure to contact center sales operations, proven leadership skills, and the ability to drive productivity, quality, and compliance across large teams.

Key Responsibilities:

Team Leadership & Operations:

- Manage and lead a unit comprising Team Leaders and approximately 25 Customer Care Associates.

- Oversee operations across Inbound Voice, Insurance, Deposits, CASA Sales, FRM, and NIYO teams.

- Ensure smooth day-to-day operations with a focus on productivity, quality, and service delivery.

Sales Performance & Productivity:

- Drive inbound sales outcomes and ensure achievement of sales targets and KPIs.

- Monitor team performance and implement strategies to improve conversion ratios and revenue.

- Push consistent sales excellence while maintaining a customer-first approach.

Compliance & Process Excellence:

- Ensure 100% adherence to regulatory, internal, and audit compliance standards.

- Maintain strict process discipline across all inbound and outbound interactions.

- Identify process deviations and take corrective actions proactively.

Quality & Customer Experience:

- Deliver exceptional ESQ (Experience, Service, Quality) across all customer interactions.

- Analyze call quality, customer feedback, and performance metrics to improve service standards.

- Work closely with QA teams to maintain high-quality benchmarks.

Performance Analysis & Improvement:

- Analyze performance gaps at individual and team levels.

- Design and execute corrective action plans, coaching, and improvement initiatives.

- Track trends and implement data-driven decisions to enhance operational efficiency.

Experience & Skills Required:

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

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

- Proven experience in team handling, sales management, and KPI delivery.

- Strong understanding of banking products such as Insurance, Deposits, and CASA.

- Excellent leadership, communication, and stakeholder management skills.

- Ability to manage high-pressure environments and deliver consistent results.

Why Join?:

- Opportunity to work with a leading bank in a leadership role.

- High-visibility position with direct impact on sales and customer experience.

- Stable work schedule with day shift and structured weekly offs.

- Career growth in a fast-paced, performance-driven banking environment