Job Description

Job Requirements
Job Requirements
Role/ Job Title: Team Manager - Turbo Cross Sell
Function/ Department: Turbo Cross Sell
Job Purpose:
The role entails to provide support to all internal and external customers; instructing, mentoring, and training team members to develop robust departmental systems, policies, and procedures to sustain a high level of service to all sectors. Lead by example and foster a continual improvement culture.
Roles & Responsibilities:
Manage Outbound Call Center who is responsible to generate business for Cross Sell of various products.
Understand call center management along with strong knowledge on the mechanism of technology as to how the dialer in call center helps to grow the business rapidly.
Strong data analytical skills as to how to increase the contacts with the help to PRI (Telecom lines)
Managing approximately 75 to 90 employee outsourced/captive call center staff with their respective hierarchy and relationship as well with the vendor/captive, hence strong people management & Interpersonal skills are a mandate.
Align with business budget daily/weekly & monthly.
Analytics management - agent monitoring in terms of talk time, Idle Time, Wrap Time
Rostering management, Shrinkage management
Increased call center business output, while maintaining call procedures for maximum effectiveness.
Secondary Responsibilities
Daily reviews with team leaders / agents to draw the plan for the day/week.
One on One coaching related to target achievements with team leads and if needed with agents.
Work closely with quality to ensure the call & customer experience are in line with business expectations.
Responsible to drive productivity of team leaders & agents on day to day basis
Real time coaching in increasing business efficiency through defined teams
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.
Managerial & Leadership Responsibilities
Review Team Manager & Team leads to ensure deliver of budgets defined for the month/year
Conduct governance around quality and timely coaching directions for better and consistent output
Maintaining & approving call center salaries/billing month, processes, and procedures
Business Delivery - As per defined targets
Target achievement - daily/weekly & monthly
Attrition management
Process adherence in detail
Education Qualification:
Graduation: Bachelors in Technology / Maths / Commerce / Arts / Science / Biology / Business / Computers / Engineering / Management.
Post-graduation: MBA, PGDM
Experience: 5-10+ years of relevant experience

Skills Required