Business Manager

Purpose of the Job

1) The Job takes care of managing DTH Outbound CC which includes New Acquisition, ARP & Retention. It also requires lot of analysis and project strategies which is to be implemented in all the hubs.

2) Person should be competent and mature to manage a large and growing customer base and come up with initiatives to improve retention performance.

Deliverables (Maximum 5-6 key responsibilities)

1) Manage a team of 2 BMs and outbound tele-calling set-up of 1500+ seater across geographies.

2) Should understand Dialer technicalities and make tele calling strategies and campaign planning

3) Ensure Manpower forecasting and planning

4) Driving retention in this bucket. Analysing Portfolio and driving through customer offers / telecalling/ sms/ OBD/ Coordination with field

5) Identification of key reasons of suspension & coming up with initiatives/ideas to improve them.

6) Field Co-ordination with TSM,ASM across the circles for Promise to recharge Conversion/ Customer complaints/ Escalation

7) Driving of Long duration packs (Upselling) and top-up through telecalling1.

8) Ensure Productivity enhancement across CC.

9) Designing Cost effective tele-calling and field retentions model to ensure higher winbacks

Major Challenges :

Maintain a balance between CSD, marketing & Field.

Customer Retention management is an activity which needs to be owned and driven through outbound call center. Needs a lot of inter departmental and cross functional interactions, buy ins, co-operations and activities.

Need to work closely with marketing and field of DTH customers by various retention activities and the sphere and span of influence is very necessary at the zones (field ) to get the details of competition offerings, to effectively manage outsourced partners and drive them towards achieving operational excellence in output metrics thru constant review of input processes in line with customer needs and organization vision of customer delight.

Decision level

Prime: Final Decision Making authority, accountable to the Management

1) Agency Management (1500+ seats)

2) Retention Cost (AOP)

Shared: Decisions reached jointly with peers on a collective basis

1) Upselling of ARP

2) New acquisition

Contributory: Makes a major contribution to a decision or policy judgment reached by others

1) Retention Offers

2) Partner management

Demonstrate (Key competencies)

- Dialer strategies and campaign planning

- Manpower forecasting and planning

- Partner management

- Analytical and problems Solving

- Strategy planning

- Teamwork

- Results orientation

- Entrepreneurial spirit

- Customer Focus