Job Description

Call Centre operations for outbound processes across LOBs

:

o Steer programs that promote upsell, cross-sell, and expansion revenues based on customer needs and lifecycle stage.
o

Monitor performance metrics

such as call handling time, resolution rates, connect rates, conversion rates, and sales targets
o

Develop strategies

to increase sales and campaign effectiveness, supporting business and operational goals
o

Recruit, hire, train, and coach

team leads, supervisors, and frontline agents, fostering a culture of high performance and collaboration
o

Implement and optimize call routing systems, scripts, and outreach workflows

to maximize productivity and customer engagement
o

Ensure compliance

with company policies, maintaining high standards of quality
o

Coordinate with cross-functional departments

for improving conversion metrics

Retention for DTH Customers

:

o Monitor and analyze churn metrics, customer feedback, and campaign outcomes; use insights to continuously improve approaches
o Oversee outbound retention activities, customer negotiations prior to renewals, and resolution of escalations, service failures, or complaints

End-to-End Recovery Management:

o Develop and implement strategy for recovering company equipment from customers after service termination
o Track performance and report results to senior management, analyze trends, and recommend process improvements
o Oversee channel partners or field staff responsible for equipment collection, ensuring adherence to processes
o Optimize logistics and scheduling for efficient pickup and drop-off of devices

Skills required

:
Building a collaborative team and high-performing culture Strategic and operational execution skills to drive KPIs and campaign ROI Excellent communication and interpersonal skills to handle difficult calls and lead the team effectively

Job Snapshot

Updated Date
12-08-2025
Job ID
Job_8449
Department
Customer Experience
Location
Airtel Centre - Gurgaon, Gurgaon, Haryana, India
Experience
10 - 15 Years
Employee Type
Employee