Bank Contact Center Head - Outbound (10-12 yrs)

We have an urgent position for Sales Lead-TURBO (Outbound Contact Centre, Retail Assets).

Grade-AVP

Experience - 10-15 Years

CTC - 35 Lakhs

Location - Thane, Mumbai

Age-42 Years

Desired Candidate - He/She should have experience in managing team. He/She should have good exposure to Outbound Calling Process. Should have worked on Targets, driving & executing them. Go getter.

Following is brief JD:

Manage Outbound Call Centre who is responsible to generate business for Cross Sell of various products. Generate interest of customers who are pre-approved for Bank's financial services through outsourced call Centre.

Understand call Centre management along with strong knowledge on the mechanism of technology as to how the dialer in call Centre helps grow the business rapidly. Since without this technology operation the call Centres cannot be operated. Strong data analytical skills as to how to increase the contacts with the help to PRI (Telecom lines)

Also they would be managing approximately 1000+ employee outsourced/captive call Centre staff with their respective hierarchy and relationship as well with the vendor, 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 Centre 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 Centre through strong relationship management

- Maintaining & approving call Centre 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 Centre 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 Centre workflows, processes, and procedures