Anand Rathi - Specialist - Call Center

- Manage a team and performance of Call centre executives.

- Conduct daily calls with the Team Lead to ensure achievement of sales targets and lead conversion ratio.

- Ensure quality & process norms laid down are met by the executives.

- Monitor CRM dashboard & manage MIS for the team on a daily & monthly basis.

- Identify gaps in the process and pitch and make necessary changes or improvements to increase the lead conversion

- Closely work with marketing and digital team to optimise lead quality and call centre capacity

- Handle irate customers and escalations.

- Listen and monitor lead calls on a daily basis.

- Oversee day-to-day teams' operation and performance

- Monitor team performance and maintain reports

- Listen to team members? feedback and resolve any issues or conflicts

- Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures to increase the lead conversion.