Job Description

Job Requirements
About theRole: The Team Manager - Turbo Cross Sell plays a pivotal role in leading and managing the inbound/outbound call center operations within the Turbo Cross Sell function. This role is responsible for mentoring and training team members, optimizing departmental systems and processes, and ensuring high service standards across internal and external customer interactions. The ideal candidate will foster a culture of continuous improvement and lead by example to drive business growth and operational excellence
KeyResponsibilities:
Primary Responsibilities

• Manage outbound call center operations focused on cross-selling various banking products.
• Demonstrate strong understanding of call center technology, including dialer mechanisms and PRI (telecom lines), to enhance business performance.
• Lead a team of 75-90 outsourced or captive call center employees, ensuring effective hierarchy and vendor relationships.
• Align daily, weekly, and monthly operations with business budgets and targets.
• Monitor agent performance metrics such as talk time, idle time, and wrap time.
• Oversee rostering and shrinkage management to maintain operational efficiency.
• Drive increased business output while maintaining adherence to call procedures and quality standards.

Secondary Responsibilities

• Conduct daily reviews with team leaders and agents to plan and align goals.
• Provide one-on-one coaching to team leaders and agents to support target achievement.
• Collaborate with the quality team to ensure customer experience meets business expectations.
• Drive productivity improvements through real-time coaching and performance management.
• Resolve technical queries in day-to-day operations by coordinating with internal and external stakeholders.
• Identify process gaps and implement improvements to enhance sales and service quality.
• Facilitate workflows, processes, and procedures to ensure smooth call center operations.

Managerial Responsibilities

• Review performance of Team Managers and Team Leaders to ensure delivery of monthly and annual budgets.
• Conduct governance reviews and provide timely coaching for consistent output.
• Oversee and approve call center salary and billing processes.
• Ensure business delivery and target achievement on a daily, weekly, and monthly basis.
• Manage attrition and ensure detailed adherence to defined processes.

What We Are Looking For
Education Qualification

• Graduation: Bachelor's degree in technology, Mathematics, Commerce, Arts, Science, Biology, Business, Computers, Engineering, or Management.
• Post-graduation: MBA or PGDM preferred.
• Experience:3 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 liabilities and assets products and processes.
• Exceptional convincing and interpersonal skills.
• Proven people management and team-building capabilities.
• Advanced data analytics and MIS reporting skills.
• Ability to manage technical queries and collaborate across teams.
• Strong process orientation and attention to detail.
• Ability to think strategically and drive customer-centric initiatives.

Skills Required