Vertical Head (Credit Card ) Outbound Contact Centre
Vertical Head profile at Outbound Contact Centre.
KEY RESPONSIBILITIES/ ACCOUNTABILITIES :
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 Vertical Managers /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.
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