Phone Business Centre Manager

Job Purpose

The candidate will be responsible for Develop and deliver strategic objectives and plans to improve, develop, and enhance Phone Business Centre processes. Creating and documenting new processes. Person will be responsible for designing contests and closely working with marketing team for lead generation campaign management.

Key Accountabilities

AGENT PRODUCTIVITY

1. Average Appointments per agent

2. Average Calls Per Agent:

3. Average Productive Aux/Agent

4. Agent Quality Scores

BUSINESS

1. Lead to Appointment

2. Liaison with the Sales team to increase logins

3. Sales funnel reporting

SKILL DEVELOPMENT

1. Call Monitoring

2. Training

Key Responsibilities

• Developing Phone Business Centre Strategies, staying abreast of new practices and technology
• To ensure seamless running and management of Phone Business Center
• Manager Reviewing and defining Phone Business Center roles, any required shifts and profiles
• Develop improvement plans
• Ensuring development and training of PBC Staff.
• To measure and improve Success Metrics
• Overseeing a sales team and meeting the defined SLA’s targets

Required Experience

• 3-6 years experience in handling Contact Centre/ Tele sales Unit/ Sales.
• Experience with listed NBFC or FINTECH will be an added advantage.

Required Qualification

• Bachelors or Masters or any PG degree with good academic record
• Display Creative and innovative thinking to develop ideas and market strategies to enhance business.

Technical Competencies

• Understanding of the CRM and Dialer platforms
• Understanding of latest trends in Phone Business Model
• Advanced computer skills and working knowledge of Microsoft Office
• High on governance and compliance mindset

Behavioral Competencies

• Strategic Orientation
• Customer Centricity
• Execution Focus
• Collaborative Approach
• People Excellence

Personal Attributes

• Clear Communication Skills
• Flexible and adaptable
• Self-driven, Proactive and strong interpersonal skills
• Conscientious
• Upright & honest