Team Manager-Turbo Cross Sell

Job Requirements

Job Requirements

Role/ Job Title: Team Manager - Turbo Cross Sell

Function/ Department: Turbo Cross Sell

Job Purpose

As a Team Manager Outbound Call Center, you will be a key driver of business growth, overseeing a team of dedicated Agents focused on Cross-selling products and services. The role involves leadership, strategic planning, and ensuring the team, including Team leaders, achieves Primary sales and Multi product Targets through effective cross – selling techniques.

Roles & Responsibilities

• Lead, motivate, and manage Team Leaders who, in turn, supervise the agents .
• Provide strategic direction to Team Managers to ensure alignment with overall business objectives.
• They would be managing approximately 100 to 200 employee outsourced/captive call centre staff with their respective hierarchy and relationship as well with the vendor centres, hence strong people management & Interpersonal skills are a mandate
• Develop strategy to deliver qualitative business using triggers like – Incentives, Customer Experience, Attrition management.
• Set and monitor performance targets for Team leaders and their respective teams.
• Implement strategies to improve overall team efficiency, productivity, and performance metrics.
• Align with business budget monthly, quarterly, and yearly and design strategy to deliver the business.
• Database management to gauge the output and align dialling strategies for better output
• Collaborate with Team Leaders to drive the achievement of sales targets and KPIs.
• Analyze sales data across different teams to identify trends and areas for improvement.
• Work closely with Team leaders to design and deliver training programs for agents.
• Identify and address skill gaps within the managerial and agents levels.
• Oversee the implementation of quality assurance measures at all levels of management.
• Ensure consistent adherence to quality standards and call scripts.
• Analyze comprehensive reports on the performance of Team Leaders and callers.
• Provide insights and recommendations to senior management based on hierarchical performance metrics.
• Collaborate with Team leaders to assess and enhance call center processes.
• Drive continuous improvement initiatives at all management levels for increased overall efficiency.
• Foster transparent and effective communication channels between different managerial levels.
• Act as a conduit for conveying senior management directives to Team leaders and Callers.
  
  

• Design review mechanism at every layer to understand the pulse and define strategies.
• Conduct performance reviews periodically for better deliveries
• Responsible to manage complete hierarchy of Outsourced call center Captive / Vendor through strong relationship management.
• Maintaining call center billing month on month and driving efficiencies to lower the cost.
• 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.
  
  

• 5-10 years of relevant experience.
• Proven experience in outbound call center management, including managing managerial levels.
• Proficient in using call center software and CRM systems.