ROLE PURPOSE & OBJECTIVE
- Responsible for overseeing the end-to-end management of third-party vendors executing outbound calling functions such as welcome calling and banking product cross-sell.
- Responsible for performance management, dialer strategy, data optimization, compliance, hiring alignment, invoice validation, and contract governance.
- Provide expertise in contact center operations, dialer, campaign analytics, and commercial/vendor lifecycle management.
Vendor Strategy & Relationship Management
- Act as the central liaison for all outsourced contact center vendors supporting outbound campaigns.
- Define SLAs, KPIs, and contractual deliverables; ensure vendor performance meets business targets.
- Conduct regular vendor reviews and governance meetings to monitor progress, resolve issues, and track continuous improvement.
- Collaborate with Procurement, Legal, and Compliance teams on onboarding new vendors, due diligence, and vendor lifecycle management
Operational Oversight Outbound Campaigns
- Manage and optimize day-to-day operations across welcome calling and multiple banking product cross-sell programs.
- Ensure achievement of key performance indicators such as contact %, sales conversion, AHT, and occupancy.
- Drive calling strategy across different campaigns, based on product priority, lead scoring, and customer segmentation.
- Align vendor capacities to business volumes, ensuring SLAs are consistently met.
Dialer & Calling Strategy Management
- Own dialer logic and configuration (predictive, progressive, preview) to ensure high efficiency and minimal drop rate.
- Work with dialer teams to manage retry logic, lead recycling, list loading, and time-band strategy.
- Analyze dialer metrics to continuously improve campaign performance connect %, RPC (Right Party Connect), and penetration rate
Data Management & Campaign Analytics
- Oversee lead allocation strategy and campaign data flow between internal systems and vendors.
- Analyze daily, weekly, and monthly campaign performance to identify improvement areas in contact rate, conversion %, and sales funnel movement.
- Recommend actionable strategies to improve penetration such as better call timing, prioritization models, or targeting rules.
- Track lead aging, disposition quality, and list utilization metrics to minimize waste and maximize ROI
Hiring Alignment & Workforce Planning
- Align vendor hiring plans with projected campaign requirements and ensure timely resource onboarding.
- Review hiring profiles, support in joint interviews (where required), and validate skill readiness of vendor staff.
- Ensure optimal headcount planning and bench readiness at vendor end to avoid performance gaps
Invoice Validation & Commercial Management
- Verify monthly vendor invoices against agreed output KPIs, calling volume, and performance benchmarks.
- Coordinate with Finance and Vendor SPOCs for timely invoice processing, deductions, and escalations.
- Maintain accurate documentation of commercials, volume commitments, and rate card terms
Contract Management & Compliance
- Oversee complete vendor contract lifecycle including renewals, amendments, penalty clauses, and exit terms.
- Ensure 100% adherence to regulatory guidelines (TRAI, RBI, internal audits) and contractual obligations.
- Maintain documentation of call scripts, campaign approvals, and vendor communication trails for audit readiness.
