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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Banking / Financial Services |
| Functional Area | Finance / Accounts / TaxSales / BD |
| EmploymentType | Full-time |
* Duties and Responsibilities - Drive targeted business numbers from Telecalling team Monitoring, reporting and driving key KPIs of Call Centre Inbound & Renewal Campaign management in line with business strategy Campaign monitoring Identifying & filling gap in campaign Plan Vs Actual numbers Work with COE to create new inbound & process improvement capabilities Publish MIS for monitoring performance of outbound, Inbound Campaigns & CC matrix Own and deliver planned Renewal numbers Meet up-sell and cross sell Execute New initiatives to improve Agent productivity Oversee Process adherence in calling and develop strong audit checks on calling Engage with TCS/HGS to develop high end engagement plan for Tele callers Design & execute impactful incentive, R&R, contests on regular intervals Constantly monitor quality of Tele callers and enhance customer experience with each interaction Ensure quality of interaction & experience to customers Support delivery of new initiatives/functionalities Deliver training needs of Tele callers across functional, operational and service requirements Deliver metrics for all Tele callers across all parameters Work with external manufacturers to ensure seamless customer experience Responsible for MIS reports daily , weekly & monthly across all agreed metrics , * Graduate / Post Graduate with 4 to 5 years of experience Positive attitude and team player. Ability to juggle multiple projects simultaneously High attention to detail Exposure to Call Center operations and methods would be an added advantage
Keyskills :
teammanagement customerrelations delivery documentation automation campaignmanagement processimprovement customerexperience intelligentnetworks monitoringperformance mis coe gap design