Team Manager-Turbo Cross Sell

Job Description

Job Requirements Role/ Job Title : Team Manager - Turbo Cross Sell Function/ Department : Turbo Cross Sell Job Purpose The role entails to provide support to all internal and external customers; instructing, mentoring, and training team members to develop robust departmental systems, policies, and procedures to sustain a high level of service to all sectors. Lead by example and foster a continual improvement culture. Roles & Responsibilities Manage Outbound Call Center who is responsible to generate business for Cross Sell of various products. Understand call center management along with strong knowledge on the mechanism of technology as to how the dialer in call center helps to grow the business rapidly. Strong data analytical skills as to how to increase the contacts with the help to PRI (Telecom lines) Managing approximately 75 to 90 employee outsourced/captive call center staff with their respective hierarchy and relationship as well with the vendor/captive, hence strong people management & Interpersonal skills are a mandate. Align with business budget daily/weekly & monthly. Analytics management – agent monitoring in terms of talk time, Idle Time, Wrap Time Rostering management, Shrinkage management Increased call center business output, while maintaining call procedures for maximum effectiveness. Secondary Responsibilities Daily reviews with team leaders / agents to draw the plan for the day/week. One on One coaching related to target achievements with team leads and if needed with agents. Work closely with quality to ensure the call & customer experience are in line with business expectations. Responsible to drive productivity of team leaders & agents on day to day basis Real time coaching in increasing business efficiency through defined teams Skilled to manage technical queries encountered in day to day call center operations and resolve the same with internal & external stake holders Identify process weaknesses to improve sales with quality. Strong process orientation on daily business delivery Facilitate call center workflows, processes, and procedures. Managerial & Leadership Responsibilities Review Team Manager & Team leads to ensure deliver of budgets defined for the month/year Conduct governance around quality and timely coaching directions for better and consistent output Maintaining & approving call center salaries/billing month, processes, and procedures Business Delivery - As per defined targets Target achievement - daily/weekly & monthly Attrition management Process adherence in detail Education Qualification Graduation: Bachelors in Technology / Maths / Commerce / Arts / Science / Biology / Business / Computers / Engineering / Management. Post-graduation : MBA, PGDM Experience : 5-10+ years of relevant experience Show more Show less