Lead Manager - Management Operations - BPO

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