Team Leader - Outbound Phone Banking

Team Leader - Outbound Phone Banking

GRADE - M

DEPARTMENT- Phone Banking

II. ROLE PURPOSE & OBJECTIVE

• Responsible for managing a team of 15 to 20 Officers & Senior Officers of Outbound customer service
• Sales lead generation through various campaigns targeted on outbound sales calling for new customer acquisition.
• Track conversion across campaigns and products.
• Assists internal verticals in understanding sales opportunities and generate leads across product lines.
• Conduct basic training for tele callers for their campaigns.

IV. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

• Monthly target adherence
• Increase lead conversion from cross selling
• Value Generation from campaigns
• Regular follow up with business team and coordinating with branches and other alternate channels
• Design new campaigns

Customer (Both Internal & External)

• Market available training opportunities to employees and provide necessary information
• Provide performance feedback to team members & responsible for the professional development of the members.
• Customer retention checks.
• Conduct basic training for tele callers for their campaigns.

Internal Process

• Develop models for improving sales lead generation through various campaigns.
• Attrition & Shrinkage to be managed within the existing parameters.
• Assists Businesses with understanding sales opportunities.

Innovation & Learning

• Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self and for the team.
• Ensure weekly reviews are conducted with the team.
• Awareness of standards and best practices of peers in the banking industry
• Maintain adequate knowledge of company products, services & processesRole & responsibilities