Please find below Job Description for Deputy Manager Telebinding - Digital Lounge
Product Management:
1) Responsible for sales activities through call centre and online(B2C) for PL & Insurance Telebinding
2) Campaign management for call Centre (both inbound and outbound) and online (B2C)
3) Conceptualize and develop promotional campaigns for customers.
4) Drive call center team to achieve sales targets and conduct regular reviews with team to ensure business plan is executed.
5) Measure productivity and implement training measures to bridge the gap to achieve required productivity
6) Initiate and lead various process enhancement and system development projects business growth
7) Identify process improvement areas and re-engineer the existing processes to bring efficiency & reduce cost
8) Monitoring performance and suggest corrective action for:
Key business metrics
- Product and portfolio performance
- Employee – call centre teams productivity
- Compliance, policies, guidelines & processes
- Resolve all customer escalation and queries.
- Own processes for Sales, Renewal and Cross-sell
- Maintain product mix of investment and insurance products (health, life, motor etc)
- Monitoring and publishing business and productivity performance reports to key stakeholders
Systems Understanding & Data Analysis:
1) Understanding of CRM & lending system - Salesforce.com & Finnone
2) Understanding of campaign management in Dialer
3) Data extraction from various sources and analysis in congruence with the business requirements
4) Tracking all important matrix of business on regular basis
5) Initiate request and coordinate with IT team for any new requirement related to system enhancement
6) Need to have excellent excel and PowerPoint skills
7) Deliver training needs of Tele callers across functional, operational and service requirements
8) Support and execute new initiatives to improve productivity and quality of call centre performance
Job Location : Pune
Required Qualifications:
Should have 2-3 year of experience in lending
Prior experience in a Sales/call centre/Product role in retail lending would be added advantage.
Should have a Graduate / Post Graduate Degree
Should have excellent communication skills along with strong presentation and data analytics skills.
Excellent Team Management & Interpersonal Skills.
Exceptionally high motivational levels and need to be a self-starter.