Manager/Sr. Manager - Call Center

Job Description:

Primary Role Description: -

• To manage a team of telesales
• To ensure that conversion targets are met on a monthly basis
• To be responsible for the management of direct reports, one to one reviews and performance reviews
• Responsible for sales targets through Inbound and outbound sales
• To work closely with the marketing and product team to ensure maximization of inbound and outbound leads
• Using analytics to drive the efficiency and profitability of the unit

Roles & Responsibilities:

• Creating strategic road map and setting goals and milestones for the telesales team
• Ensuring Issuance targets are met for the channel & team
• Monitor the Performance & drive efficiencies and continuously review business strategy by taking corrective measures whenever required
• Coordination with Business stake holders
• Providing guidance & direction to the Team Members
• Prepare reports on Sales performance & Productivity
• Create strong compliance & control environment
• Exploring Xsell & Upsell strategies’
• Ensuring lead optimization
• Ensure optimal utilization of Dialer strategies
• Bridging the gaps & disconnects in system and work towards process improvement
• Training Agents on New Initiatives

Desired Profile / Criteria / Skills :

• Education: Any Graduate / MBA
• Experience: 8-12 Years + Experience in handling 50+ team strength in outbound campaigns (Sales/Collection)
• High analytical proficiency
• Outbound Telesales Team handling experience
• Pro-active approach in issue resolution
• Good communication and Presentation skills
• Large BPO/ Telesales set up experience would be an added advantage
• Leading Change & Strategic Thinking
• Personal credibility & effectiveness
• Coaching & developing talent
• • Customer Focus and strong interpersonal skills