Team Manager-Turbo Cross Sell

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.
  
  

• 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.
  
  

• 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