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Manager - Call Center

Job Code:
  • Banking & Finance
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Job Details

- Drive business through CC channel and meet business targets in a consistent manner- Liaise and work closely with process partners to ensure smooth functioning of the channel- Help in identifying, recruitment & training of CC agents to ensure expected business productivity is achieved- Define ,close and communicate CC KPIs on a monthly basis in line with business goals- Monitor lead generation by CC agents as per targets defined- Ensure lead pickup and conversion by field by tracking the leads generated in a timely manner- Define & review SOP of CC franchise in line with product &policies defined by BFL in a time bound manner- Monitor lead quality and suggest ways of improving the same by giving feedback to quality team- Train agents on product/policies on a regular basis- Ensure agent productivity by monitoring performance and feedback in a timely manner- Design and implement agents incentive metrics and share with product for processing in a time bound manner- Design and roll out contests for agents in consultation with stakeholders as per business requirement- Share necessary reports/dashboards as per business requirement Basic qualificationsGraduate preferably PG with a minimum experience of 2-3 years in handling CC process for SME products
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-3


Any Process - Both BPO Type | Telemarketing
Applying for this job will take you to an external site


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