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Head- Contact Centre

Keywords / Skills : Outbound Sales

10 - 13 years
Posted: 2019-02-12

Customer Service Executive (Voice)
Posted On
12th Feb 2019
Job Ref code
Job Description

Job Description

About Us :
We at Vitasta Consulting Pvt. Ltd are servicing the talent acquisition needs for many national and international clients across various domains. We have been helping find a large number of our clients quite a few leaders, functional experts as also emerging precocious talent since 1997.

About Company :
Our Client is a leading stock broking firm in India. It is a member of the Bombay Stock Exchange, National Stock Exchange.

Roles and Responsibility :

Job Title: Head- Contact Centre (Chief Manager/ AVP)
Job Location: Mumbai
Experience required: Minimum 10 years of experience (Outbound Sales background for Financial Services)
Note: An ideal candidate should have handled 200-250 FTEs.

Job Description:
  • Achieve acquisition and business targets

  • Head and manage the Digital Sales Team, DIY Service team, Dealer and Client Referral Team and Cross Sales team including MF and WMS
    End to end ownership of team level targets and cost budgets
    Achieve business numbers in terms of accounts, margin, cost of acquisition, lead conversion etc. for entire B2C vertical of the business
    Develop reward and recognition programs to achieve the desired business plan numbers
  • Manpower management

  • Ensure call quality standards are met and the achieve the desired quality scores based on intensive and structured training interventions and assessments
    Ensure manpower budgets are filled within the defined TAT through employee referrals and HR interventions
    Create a motivated work place environment and ensure high levels of employee engagement to achieve higher vintage of employees
    Design structured on-boarding processes and handholding for new employees to achieve productivity targets and to keep attrition and PEP within the stipulated levels
  • Process improvement initiatives

  • Undertake process improvement initiatives / projects to improve the efficiency and productivity in the areas of first call TAT, Lead conversion, customer referrals, STP conversions, KYC documentation, etc.
    Arrive at prioritised solutions and ensure timely execution of projects
    Work closely with training and quality team to improve call quality standards
    Work closely with Marketing Team to manage the desired lead flows
    Key Skill(s)

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