Akurdi (BACL) L4 Lead Management MH Pune BACL

DESCRIPTION

• Level: L4
• Department: Lead Management
• Designation: Assistant Manager – Call Centre & Campaign
• Responsible for: Call Centre & Campaign
• Location: Pune
• 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