Job Description: Manager Contact Centre

Location: BANGALORE

Experience : 7 to 10 Years of experience in managing a sales contact center.

What will your Role look like?

- Set up a best in class Contact Centre (Outbound and Inbound - Voice and Non Voice) offering best in class insurance products to our customers.

- Impact the entire lifecycle of a customer that includes tele - sales, contact Centre operations, complaint management, cross selling and upselling, reducing customer churn and managing cost of service.

- Achievement of ambitious sales targets by timely planning and execution of sales programs.

- Innovate and create operating efficiency and yield improvement enhancing opportunities to increase revenue.

- Manage adequate staffing and scheduling by recruiting the right resources who are revenue oriented and high on integrity. Be a trainer, coach and motivator.

- This role is a P&L responsibility and the incumbent will closely work with the senior management.

Who are we looking for?

- Reasonable knowledge and understanding of banking and insurance products (Loans, Credit Cards etc.

- Experience in Outbound Sales Contact Centre Management and Operations Management.

- Must have past experience of managing a direct tele sales team of minimum 50 employees

- Understanding of tele sales channel, caller dynamics and multiple access channels.

- Deep understanding of call center tools, systems and processes especially CRM, ACD, CTI, Chat tools.

- Strong delivery focus and end result orientation

- Strong conception skills to conceive, build and execute strategies, problem solving and providing at scale while keeping in mind reality of day to day deliverables.

- Strong bias towards customer satisfaction and empowerment.

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