- Budgeting, planning & forecasting for complete process. - Deliver on planned new sales count - Responsible for managing a team of 250 to 350 tele-callers, Meet all productivity & cost of acquisition targets assigned for the vertical. Ensure sales per NFTE productivity targets are met while keeping cost of acquisition under expected benchmarks. - Ensure meeting all Regulatory compliance & guidelines with respect to individual products & sales processes. IRDA, RBI, TRAI etc norms.
- Responsible for achieving defined TAT & benchmarks for Hiring & Attrition - Work with vendor to create consistent hiring pool, track EWS for attrition, Formulating right assessment tools for hiring etc
- Vendor Management - Complete Invoicing & reconciliation, Reporting, Internal Vendor Reviews, Periodic reviews with SBI Card etc - Responsible for delivering on all key Quality & Internal Control metrics defined for respective processes - Cancellations, Complaints, Mis-sell, Quality score cards, Fatal error report etc
- Responsible for achieving defined TAT & benchmarks for Onboarding & Training - Creating onboarding training template, refresher trainings, on the job training, coaching programs for new joinees, performance monitoring for new joiness, special campaigns for new joinees etc -
- Responsible for formulating & publishing all required MIS/reports/trackers on respective tele-calling processes performance. Presentation to senior management on periodic basis on process performance.
- Responsible for formulating right incentive plan customized to each process aimed at increasing the sales, productivity along adherence to necessary quality & compliance metrics.
- Responsible for formulating Dialer Strategy along with vendor customized to each process. Prepare dialer report formats & track the dialer performance very closely.
- Responsible for driving vendor to roll out consistent engagement activities for tele-callers & support staff. - Responsible for formulating periodic contest for processes to ensure over delivery of planned numbers.
Qualifications:-
- Post graduate (MBA preferred)
Total Experience
- 7 to 10 Years Relevant Experience in a field Tele-marketing exposure, minimum 6 years in contact center environment years.
Preferred Industry (If any)
- Insurance, Mutual Funds, Banking, NBFC in managing outbound BPO operations
