Job Requirements
Job Requirements
Role/ Job Title: Team Manager - Turbo Cross Sell
Function/ Department: Turbo Cross Sell
Job Purpose:
As a Team Manager Outbound Call Center, you will be a key driver of business growth, overseeing a team of dedicated Agents focused on Cross-selling products and services. The role involves leadership, strategic planning, and ensuring the team, including Team leaders, achieves Primary sales and Multi product Targets through effective cross – selling techniques.
Roles & Responsibilities:
- Lead, motivate, and manage Team Leaders who, in turn, supervise the agents .
- Provide strategic direction to Team Managers to ensure alignment with overall business objectives.
- They would be managing approximately 100 to 200 employee outsourced/captive call centre staff with their respective hierarchy and relationship as well with the vendor centres, hence strong people management & Interpersonal skills are a mandate
- Develop strategy to deliver qualitative business using triggers like – Incentives, Customer Experience, Attrition management.
- Set and monitor performance targets for Team leaders and their respective teams.
- Implement strategies to improve overall team efficiency, productivity, and performance metrics.
- Align with business budget monthly, quarterly, and yearly and design strategy to deliver the business.
- Database management to gauge the output and align dialling strategies for better output
- Collaborate with Team Leaders to drive the achievement of sales targets and KPIs.
- Analyze sales data across different teams to identify trends and areas for improvement.
- Work closely with Team leaders to design and deliver training programs for agents.
- Identify and address skill gaps within the managerial and agents levels.
- Oversee the implementation of quality assurance measures at all levels of management.
- Ensure consistent adherence to quality standards and call scripts.
- Analyze comprehensive reports on the performance of Team Leaders and callers.
- Provide insights and recommendations to senior management based on hierarchical performance metrics.
- Collaborate with Team leaders to assess and enhance call center processes.
- Drive continuous improvement initiatives at all management levels for increased overall efficiency.
- Foster transparent and effective communication channels between different managerial levels.
- Act as a conduit for conveying senior management directives to Team leaders and Callers.
Secondary Responsibilities:
- Design review mechanism at every layer to understand the pulse and define strategies.
- Conduct performance reviews periodically for better deliveries
- Responsible to manage complete hierarchy of Outsourced call center Captive / Vendor through strong relationship management.
- Maintaining call center billing month on month and driving efficiencies to lower the cost.
- Skilled to manage technical queries encountered in day-to-day call center operations and resolve the same with internal & external stake holders
- Identify process weaknesses to improve sales with quality.
- Strong process orientation on daily business delivery
- Facilitate call center workflows, processes, and procedures.
Education Qualification:
Graduation: Any
Post-graduation
: MBA, PGDM
Experience:
- 5-10 years of relevant experience.
- Proven experience in outbound call center management, including managing managerial levels.
- Proficient in using call center software and CRM systems.
