L4 - Lead Management - TS - Hyderabad - BACL

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

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