Product Sales Lead - Outbound Call Centre Operations

Experience:

15 - 22 years of relevant experience in managing large scale outbound call centre operations.

Roles & Responsibilities:

• Manage Outbound Call Centre responsible for generating business through cross sell of various products.
• Generate interest of customers who are pre-approved for Bank 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.
• Strong data analytical skills to increase contacts with the help of PRI lines.
• Manage approximately 200 - 300+ 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 dialling 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 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.

Managerial & Leadership Responsibilities:

• Strong team player.
• Demonstrates Managerial effectiveness and helps the team to develop the same.
• Defines strategy and participate with team to help deliver the business month on month.
• Provide team members monthly training regarding call centre policies and procedures and data handling and systems training.

Key Success Metrics:

• Business Delivery - As per defined targets.
• Cost management.
• ROI management as per business budgets.
• Revenue Generation - product specific.
• Attrition management.
• Process adherence in detail.