L4 - Lead Management - MH - Pune - BACL (Akurdi (BACL), India)

Job description

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