Supriya Jain


DMI Finance - Manager/Senior Manager - Digital Sales - Call Centre Management - B2C Segment
Supriya Jain • New Delhi, Delhi • via IIM Jobs
15 days ago
Full–time
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Job description
Job Summary: Responsible for managing the Outbound & Inbound Customer Call Centre for up-selling & X-Selling various financial products as part of Customer Lifecycle Management.

Responsibilities:

End to End Sales Calling Management:

- End to End Outbound IVR Management by working with external partners for Up-Selling & Cross-Selling various financial products such as Personal Loans, Insurance & other Fee Income products

- End to End Inbound Calling Management for assisting customers who want to buy financial products but facing some technical challenge

- Work closely with Tech for designing & optimizing a scalable infra for selling various products

- Hiring, training, coaching and leading call center representatives as they provide support for customers

- Designing and roll out of contests and incentive schemes along with partners to driver higher productivity

Call Centre Performance Management & Analytics:

- Manage and improve call center performance through performance monitoring, problem resolution, system audits and quality assurance measures

- Summarize, collect, and analyze call center trends and data for regular performance reports

- Design & Test various experiments to driver higher productivity & optimize the Channel Cost by collaborating with internal teams

- Preparing reports and analyzing call center data to improve process, ensure resources are properly allocated and maximize efficiency and customer satisfaction

Outbound Sales Governance:

- Establish a high standard for productivity, quality, customer service as well as define user guidelines

- Assisting other management team members in identifying trends and establishing call center goals

- Adherence to the Standard Operating Procedure and setting up the governance for Call Centre

- Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures

Funnel Management:

- Monitor all stages of the funnel and work on driving efficiency at every stage to lift conversion of the eligible base

- Collaborate with stakeholders across Tech, Credit, Ops, and Products in solving for funnel issues and bring new ideas to action to improve conversions

Customer Lifecycle Management:

- Maximizing the customer lifetime value by managing the lifecycle & increasing retention

- Increase the X-Sell ratio for both the Credit & Fee products

Stakeholder Management:

- Interacting with cross functional teams such as Tech, Product, Credit, Communication & Customer Success to drive the Growth agenda & ensuring correct implementation of all the growth hacks

- Lead discussions with external stakeholders/ channel partners during engagement calls.

Qualifications:

- MBA

- 5-7 Year of Experience in Call Centre Management & from lending/insurance industry

Work Experience:

- Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.

- Exceptional interpersonal, customer service, problem solving, verbal and written communication skills.

- Proficiency with necessary technology, including App/Customers/Telephony, Software Applications

- Strong coaching and leadership skills, ability to motivate employees

- Previous customer service experience, especially in same industry preferred.

- Able to provide evidence of working in a target related environment and can demonstrate the ability to go the extra mile, to exceed expectations
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Angel and Genie


Call Centre – Sales Team Leader_CTC 35K_Day Shift_Delhi Green Park
Angel and Genie • Delhi • via Angel & Genie
Full–time
No Degree Mentioned
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Job description
Looking for a IVF Hospitals Background Candidate's for Team Leader for India IVF Fertility, Delhi - Green Park. The candidate should have minimum 1 -2 years of experience in the similar position. Should have good knowledge about Calling& Patient Registration/Appointments. Should be able to join immediately.

· Should be able to do Patient registration & appointments. with IVF Consultant's/Doctor's

· Follow ups with patient's & patient satisfactory reply.

· Should be responsible for lead generation, data entry on CRM etc.

Supplemental pay types:

· Commission pay

· Performance bonus

· Yearly bonus

Job Type: Full-time

Salary - 25k- 35k pm

Other Roles & Responsibilities:

· Hearing to the concerns and difficulties faced by the patient,

· Motivating the patient through use of Tele sales skills and techniques,

· Emphasizing the importance of compliance and control,

· Ensuring the components of the patient programmed are made available to each patient,

· Timely follow- up with patients to ensure that the rapport and trust is maintained.

· Daily basis calls & Registration will also be there side by side.

Qualifications and Competencies:

The person should be dynamic, confident and should be willing to work hard, this being a IVF counselling job. Good interpersonal skills and ability to work in a team is of utmost importance.

Job Types: Full-time, Permanent

Salary: ₹25,000.00 - ₹35,000.00 per month