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Job details:
Job Purpose
The Center Head - Virtual Sales is responsible for managing and overseeing the entire contact center operations. This position focuses on improving customer experience, ensuring operational efficiency, and aligning contact center strategies with the company's financial services goals.
Principal Accountabilities Key Responsibilities:
1. Strategic Planning:
• Develop and implement a comprehensive strategic plan for the business, aligned with the overall objectives of the organization.
2. Sales Team Management: • Lead and motivate the sales team to achieve targets and revenue goals. • Provide guidance and support to improve sales techniques and strategies. • Monitor sales performance and implement corrective actions when necessary.
3. Centre of Excellence Oversight:
• Establish and maintain a Centre of Excellence (CoE) to drive continuous improvement in operational processes, customer experience, and efficiency.
4. Quality Assurance:
• Establish quality standards and guidelines for the contact centre operations. • Conduct regular quality checks and call audits to ensure compliance with regulatory requirements and service excellence.
5. Compliance and Risk Management: • Ensure adherence to all relevant regulatory guidelines and internal policies. • Implement risk mitigation strategies to safeguard the company's interests.
6. Stakeholder Management:
• Collaborate with cross-functional teams, such as digital marketing, credit, risk and operations, to streamline processes and achieve business objectives.
7. Performance Reporting:
• Prepare and present periodic performance reports to senior management.
• Analyse data to identify trends, opportunities, and challenges.
Desired Profile • Graduate/Postgraduate in any stream • 6-7 years of experience in contact center Sales & management, preferably in the NBFC or financial services sector •
Call Center experience is Mandatory • Excellent organizational and leadership skills with a problem-solving ability •
Proven track record of managing high-performing contact centers with a focus on customer experience and operational efficiency.
• Strong understanding of NBFC products and services, including personal loans, vehicle financing, and other financial products.
• Expertise in contact center software, CRM tools, and workforce management systems.
• Excellent leadership, communication, and problem-solving skills.
• Strong analytical skills with the ability to interpret complex data and develop actionable insights.
• Familiarity with regulatory requirements in the NBFC space, including data privacy and security protocols.
• Excellent communication and interpersonal skills
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