Roles and ResponsibilitiesManage a team of call center agents to achieve daily targets and goals.Oversee outbound calling campaigns, ensuring efficient use of resources and meeting SLAs.Monitor shrinkage rates, identify areas for improvement, and implement strategies to reduce attrition.Develop KPIs (Key Performance Indicators) to measure team performance and track progress against SLA targets.Collaborate with other departments to resolve customer complaints and improve overall customer satisfaction.Desired Candidate Profile1-5 years of experience in BPO or call center environment.Strong understanding of voice processing, outbound processes, and SLA management.Ability to analyze data from various sources (e.g., CRM systems) to drive business decisions.Excellent team handling skills with ability to motivate teams towards achieving targets.

1.Handling Public banks projects within given timeline2.Warm relationship with banking officials for smooth program implementation and execution3.In Banking sector manage Sales marketing, Insurance, Loans and debt management4.In FI vertical have to manage AEPS Transactions and target achievement5.Appointing banking correspondents at vacant locations6.Regular field visits and timely training to BCs7.Manage the team with regular work schedule and assign the work to them8.Responsible for Maintenance of data base at project level and controlling and coordinating the activities at the various stages of the project9.Implementing and Management IT Infrastructure and Monitor & manage the project schedules10.Partner public sector banks ie SBI, BOB, BRKGB,CBI, PNB