Job Description
Role/Job Title - Team Manager - Turbo Cross Sell
Business - Retail Banking
Place of Work - Mumbai
Function/Department - Turbo Cross Sell
Key / Primary Responsibilities -
'Manage Outbound Call Center 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 center. Understand call center management along with strong knowledge on the mechanism of technology as to how the dialer in call center helps grow the business rapidly. Strong data analytical skills as to how to increase the contacts with the help to PRI (Telecom lines)
Also they would be managing approximately 75 to +0 employee outsourced/captive call center staff with their respective hierarchy and relationship as well with the vendor/captive, hence strong people management & Interpersonal skills are a mandate.
Align with business budget daily/weekly & Monthly
Analytics management - agent monitoring in terms fo talk time, Idle TIme, Wrap Time
Rostering managetment, Shrinkage management
Increased call center business output, while maintaining call procedures for maximum effectiveness.
Secondary Responsibilities
'Daily reviews with team leaders / agents to draw the plan for the day/week
One on One coaching related to target acheivements with team leads and if need be with agents Work closely with quality to enusre the call & customer expereince are in line wiht busines expectations Responsible to drive productivity of team leaders & agents on day to day basis
Relatime coaching in increasing business efficiency through defined teams
Skilled to manage technical queries encountered in day to day call center 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 center workflows, processes, and procedures
Managerial & Leadership Responsibilities
'Review Team Manager & Team leads to enusre deliver of budgets defined for the monht/year
Conduct governance around quality and timely coaching directions for better and consistent output
Maintaining & approving call center salaries/billing month, processes, and procedures
Key Success Metrics
'Business Delivery - As per defined targets
Target achievement - daily/weekly & monthly
Attrition management
Process adherence in detail
Business - Retail Banking
Place of Work - Mumbai
Function/Department - Turbo Cross Sell
Key / Primary Responsibilities -
'Manage Outbound Call Center 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 center. Understand call center management along with strong knowledge on the mechanism of technology as to how the dialer in call center helps grow the business rapidly. Strong data analytical skills as to how to increase the contacts with the help to PRI (Telecom lines)
Also they would be managing approximately 75 to +0 employee outsourced/captive call center staff with their respective hierarchy and relationship as well with the vendor/captive, hence strong people management & Interpersonal skills are a mandate.
Align with business budget daily/weekly & Monthly
Analytics management - agent monitoring in terms fo talk time, Idle TIme, Wrap Time
Rostering managetment, Shrinkage management
Increased call center business output, while maintaining call procedures for maximum effectiveness.
Secondary Responsibilities
'Daily reviews with team leaders / agents to draw the plan for the day/week
One on One coaching related to target acheivements with team leads and if need be with agents Work closely with quality to enusre the call & customer expereince are in line wiht busines expectations Responsible to drive productivity of team leaders & agents on day to day basis
Relatime coaching in increasing business efficiency through defined teams
Skilled to manage technical queries encountered in day to day call center 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 center workflows, processes, and procedures
Managerial & Leadership Responsibilities
'Review Team Manager & Team leads to enusre deliver of budgets defined for the monht/year
Conduct governance around quality and timely coaching directions for better and consistent output
Maintaining & approving call center salaries/billing month, processes, and procedures
Key Success Metrics
'Business Delivery - As per defined targets
Target achievement - daily/weekly & monthly
Attrition management
Process adherence in detail
💡 Quick Summary
Seeking a career-building opportunity? The Team Manager Turbo Cross Sell position is now open for candidates interested in the Bank Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.