Job Description
- Provide leadership, expertise, direction and guidance to the Call Centre Operations.
- Accountable for achievement of sales, profit, and strategic objectives for the Unit.
- Responsible for planning, budgeting and attaining cost to Income and revenue objective.
- Work closely with HR Function and own unit, to recruit, train and develop staff.
- Liaise with training and service quality team to ensure training needs are identified and addressed.
- Maximize Spectrum Bankers sales productivity and efficiency on calls for revenue generation. Proactively highlight Top/Bottom performers on a regular basis through different MIS.
- Monitor to maintain high levels of quality, accuracy, process, database penetration, campaign conversion, and Spectrum Bankers and unit productivity.
- Co-ordinate with other business unit, establish promotional campaign & sales contests to achieve sales numbers.
- Drive reward and recognition programs for motivating team members to improve performance
Manage day-to-day operations of the unit as per defined processes, SLAs and ensure compliance to audit guidelines
- Work closely with Quality Team to deliver services without any errors on guidelines
- Work closely with business and product team to inspect sales process, quality and prioritize opportunities for improvement.
- Study competition benchmarking to improve the efficiency of channel to become best in industry
- Keep up to date with recent market and industry trends, competitors, and leading customer strategies.
- Working closely with team members for their professional and individual growth.
- Regular Presentations with various teams on business update and forecast
- Accountable for achievement of sales, profit, and strategic objectives for the Unit.
- Responsible for planning, budgeting and attaining cost to Income and revenue objective.
- Work closely with HR Function and own unit, to recruit, train and develop staff.
- Liaise with training and service quality team to ensure training needs are identified and addressed.
- Maximize Spectrum Bankers sales productivity and efficiency on calls for revenue generation. Proactively highlight Top/Bottom performers on a regular basis through different MIS.
- Monitor to maintain high levels of quality, accuracy, process, database penetration, campaign conversion, and Spectrum Bankers and unit productivity.
- Co-ordinate with other business unit, establish promotional campaign & sales contests to achieve sales numbers.
- Drive reward and recognition programs for motivating team members to improve performance
Manage day-to-day operations of the unit as per defined processes, SLAs and ensure compliance to audit guidelines
- Work closely with Quality Team to deliver services without any errors on guidelines
- Work closely with business and product team to inspect sales process, quality and prioritize opportunities for improvement.
- Study competition benchmarking to improve the efficiency of channel to become best in industry
- Keep up to date with recent market and industry trends, competitors, and leading customer strategies.
- Working closely with team members for their professional and individual growth.
- Regular Presentations with various teams on business update and forecast
💡 Quick Summary
Seeking a career-building opportunity? The Unit Manager | Contact Center | Liablity |3|8 yrs position is now open for candidates interested in the BPO 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 BPO Jobs is a plus.