Position Overview:
- We are seeking an experienced and dynamic Manager to oversee our Lead Management operations in Pune.
- The ideal candidate will be responsible for managing the day-to-day activities of the BPO, driving productivity, and ensuring the successful execution of lead generation and conversion campaigns.
Key Responsibilities:
Call Centre Management:
- Oversee and manage all aspects of BPO operations, including manpower productivity and overall performance.
- Ensure effective implementation of new initiatives and strategies within the call centre.
Campaign Management:
- Plan, execute, and manage inbound and outbound campaigns to maximize lead generation and conversion.
- Drive various campaigns and monitor their effectiveness.
Lead Generation and Conversion:
- Ensure quality lead generation according to set targets.
- Monitor and evaluate lead conversion rates and strategize improvements.
Agent Productivity & Performance Evaluation:
- Evaluate and enhance agent performance and productivity.
- Implement training and development programs to improve agent efficiency.
Quality Assurance:
- Maintain high standards of lead quality and adherence to call centre SLAs (Service Level Agreements).
- Regularly review and ensure compliance with quality metrics.
Coordination with IT and New Initiatives:
- Collaborate with the IT team for the successful implementation of new projects and technologies.
- Lead new initiatives and drive innovation to enhance call centre operations.
Day-to-Day Call Centre Activities:
- Manage the daily operations of the call centre, ensuring smooth workflow and addressing any operational issues promptly.
Qualifications:
- Proven experience in call centre management, specifically in lead management and campaign execution.
- Strong understanding of call centre operations, including inbound and outbound campaigns.
- Demonstrated ability to manage and improve agent performance and productivity.
- Excellent organizational and multitasking skills.
- Strong leadership and team management abilities.
- Proficiency in using call centre software and tools.
- Ability to work collaboratively with IT teams and other departments.
- Excellent communication and interpersonal skills.
Preferred Qualifications:
- Experience with lead generation technologies and CRM systems.
- Previous experience in driving successful lead generation campaigns.
Why Join Us:
- Opportunity to lead a dynamic team and make a significant impact on lead management operations.
- Engage in innovative projects and initiatives.
- Competitive salary and benefits package
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