Job Requirements
About the Role
The Unit Manager – Turbo Cross Sell is responsible for managing call center operations focused on cross-selling various banking products. This role involves overseeing a large team, optimizing technology and data analytics to drive business growth, and ensuring alignment with business budgets and strategic goals. The ideal candidate will possess strong people management skills, technical expertise in call center operations, and a customer-centric approach.
Key Responsibilities
Primary Responsibilities
- Manage outbound call center operations responsible for generating cross-sell business.
- Generate interest among pre-approved customers for the bank's financial services through outsourced call centers.
- Demonstrate strong understanding of call center technology, including dialer mechanisms and PRI (telecom lines), to enhance business performance.
- Utilize data analytics to increase contact rates and improve business outcomes.
- Manage approximately 250 to 300 outsourced/captive call center staff, including hierarchy and vendor relationships.
- Align operations with monthly, quarterly, and yearly business budgets and design strategies to meet targets.
- Oversee database management and dialing strategies to improve output.
- Develop strategies to deliver qualitative business using triggers such as incentives, customer experience, and attrition management.
- Increase call center business output while maintaining adherence to call procedures and effectiveness.
Secondary Responsibilities
- Design review mechanisms at every layer to understand performance and define strategies.
- Conduct periodic performance reviews for improved delivery.
- Manage the complete hierarchy of outsourced call centers through strong relationship management.
- Maintain and approve monthly call center billing while driving cost efficiencies.
- Create performance matrices for review with the bank's leadership team.
- Resolve technical queries in daily call center operations by coordinating with internal and external stakeholders.
- Identify process weaknesses and implement improvements to enhance sales quality.
- Ensure strong process orientation in daily business delivery.
- Facilitate workflows, processes, and procedures for smooth call center operations.
What We Are Looking For
Education
- Graduation: Bachelor's degree in any discipline.
- Post-graduation: MBA or equivalent qualification preferred.
Experience
- 4 years of relevant experience in call center management, sales operations, or customer service leadership roles.
Skills and Attributes
- Excellent written and verbal communication skills.
- Strong understanding of call center technology and operations.
- Exceptional interpersonal and people management skills.
- Advanced data analytics and MIS reporting capabilities.
- Ability to manage technical queries and collaborate across teams.
- Strong process orientation and attention to detail.
- Strategic thinking and customer-centric approach.
