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.
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
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