Unit Manager-Turbo Cross Sell

Job Requirements

Job Purpose

Roles & Responsibilities

• Understand call center management along with strong knowledge on the mechanism of technology as to how the dialer in call center helps grow the business rapidly. Strong data analytical skills as to how to increase the contacts with the help to PRI (Telecom lines)
• Also, they would be managing approximately 250 to 300 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 monthly, quarterly and yearly and design strategy to deliver the business
• Analytics management – Database management to gauge the output and align dialing strategies for better output
• Develop strategy to deliver qualitative business using triggers like – Incentives, Customer Experience, Attrition management
• Increased call center business output, while maintaining call procedures for maximum effectiveness.
  

Secondary Responsibilities

• Design review mechanism at every layer to understand the pulse and define strategies
• Conduct performance reviews periodically for better deliveries
• Responsible to manage complete hierarchy of Outsourced call center through strong relationship management
• Maintaining & approving call center billing month on month and driving efficiencies to lower the cost
• Skilled to create performance matrix for a review with Bank’s Leadership team
• 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
  

Education Qualification

Experience