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DESCRIPTION
- Level: L4
- Department: Lead Management
- Designation: Assistant Manager – Call Centre & Campaign
- Responsible for: Call Centre & Campaign
- Location: Hyderabad
- Experience: Min. 5–7 years of experience managing Call Centre operations and/or Campaign Management, preferably in Financial Services/Banking/NBFC
- Qualification: Any Graduate/MBA
- Reporting to: Manager
- Nature of Role: Individual Contributor role
SKILL SET REQUIRED
- Excellent interpersonal & channel management skills
- Effective planning, organizing & execution skills
- Good command over MS Excel & PowerPoint
- Knowledge of campaigning tools & knowledge of digital marketing would be an added advantage
- Strong analytical skills with a creative mindset
- Result orientation
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ROLE PROFILE / JOB RESPONSIBILITIES
1) Call Centre & Lead Management
- Manage the entire Lead Management Call Centre operations, ensuring optimal call centre manpower productivity.
- Drive day-to-day Call Centre activities and implement new initiatives to improve performance.
- Coordinate with the IT team on new initiatives and system-related projects.
- Ensure quality lead generation and conversion.
2) Campaign Management
- Plan, execute and monitor Inbound & Outbound calling campaigns, and digital campaigns through SFMC — across Text Message, WhatsApp, Voice Bot, Interactive Voice (IVR), and Emailer — to maximise lead generation & conversion.
- Track campaign performance basis data analytics and refine strategy accordingly.
KEY PERFORMANCE AREA
- Call Centre Operations & SLA Compliance
- Agent Productivity & Performance Evaluation
- Quality Lead Generation as per set targets
- Campaign Management – Plan, Execution & Performance Tracking/Monitoring
- Business Monitoring & MIS
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