Unit Manager-Turbo Cross Sell
IDFC FIRST Bank — Mumbai, MUMBAI
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Job Description
Job Requirements About the Role
The Unit Manager – Turbo Cross Sell is responsible for managing call center operations focused on cross-selling various banking products. This role involves overseeing a large team, optimizing technology and data analytics to drive business growth, and ensuring alignment with business budgets and strategic goals. The ideal candidate will possess strong people management skills, technical expertise in call center operations, and a customer-centric approach.
Key Responsibilities
Primary Responsibilities
- Manage outbound call center operations responsible for generating cross-sell business.
- Generate interest among pre-approved customers for the bank’s financial services through outsourced call centers.
- Demonstrate strong understanding of call center technology, including dialer mechanisms and PRI (telecom lines), to enhance business performance.
- Utilize data analytics to increase contact rates and improve business outcomes.
- Manage approximately 250 to 300 outsourced/captive call center staff, including hierarchy and vendor relationships.
- Align operations with monthly, quarterly, and yearly business budgets and design strategies to meet targets.
- Oversee database management and dialing strategies to improve output.
- Develop strategies to deliver qualitative business using triggers such as incentives, customer experience, and attrition management.
- Increase call center business output while maintaining adherence to call procedures and effectiveness.
Secondary Responsibilities
- Design review mechanisms at every layer to understand performance and define strategies.
- Conduct periodic performance reviews for improved delivery.
- Manage the complete hierarchy of outsourced call centers through strong relationship management.
- Maintain and approve monthly call center billing while driving cost efficiencies.
- Create performance matrices for review with the bank’s leadership team.
- Resolve technical queries in daily call center operations by coordinating with internal and external stakeholders.
- Identify process weaknesses and implement improvements to enhance sales quality.
- Ensure strong process orientation in daily business delivery.
- Facilitate workflows, processes, and procedures for smooth call center operations.
What We Are Looking For
Education
- Graduation: Bachelor’s degree in any discipline.
- Post-graduation: MBA or equivalent qualification preferred.
Experience
- 4 years of relevant experience in call center management, sales operations, or customer service leadership roles.
Skills and Attributes
- Excellent written and verbal communication skills.
- Strong understanding of call center technology and operations.
- Exceptional interpersonal and people management skills.
- Advanced data analytics and MIS reporting capabilities.
- Ability to manage technical queries and collaborate across teams.
- Strong process orientation and attention to detail.
- Strategic thinking and customer-centric approach.
Frequently Asked Questions
What are the eligibility criteria for the Unit Manager-Turbo Cross Sell job at IDFC FIRST Bank?
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 0-2 Years years of relevant experience expected for this role.
What are the primary responsibilities of a Unit Manager-Turbo Cross Sell at IDFC FIRST Bank?
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Unit Manager-Turbo Cross Sell at IDFC FIRST Bank.
Is prior experience required for this position?
This role requires around 0-2 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
What skills are important for this role?
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
How do I apply for the Unit Manager-Turbo Cross Sell role at IDFC FIRST Bank?
You can apply directly using the Apply Now button on this page, which will take you to IDFC FIRST Bank's application process for this role.
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