Bajaj Auto—L4 - Lead Management - MH - Pune - BACL

Job description

Description: DESCRIPTION - Level: L4 - Department: Lead Management - Designation: Assistant Manager – Call Centre & Campaign - Responsible for: Call Centre & Campaign - Location: Pune - Experience: Min. 5–7 years of experience managing Call Centre operations and/or Campaign Management, preferably in Financial Services/Banking/NBFC - Qualification: Any Graduate/MBA - Reporting to: Manager - Nature of Role: Individual Contributor role SKILL SET REQUIRED - Excellent interpersonal & channel management skills - Effective planning, organizing & execution skills - Good command over MS Excel & PowerPoint - Knowledge of campaigning tools & knowledge of digital marketing would be an added advantage - Strong analytical skills with a creative mindset - Result orientation ROLE PROFILE / JOB RESPONSIBILITIES 1) Call Centre & Lead Management - Manage the entire Lead Management Call Centre operations, ensuring optimal call centre manpower productivity. - Drive day-to-day Call Centre activities and implement new initiatives to improve performance. - Coordinate with the IT team on new initiatives and system-related projects. - Ensure quality lead generation and conversion. 2) Campaign Management - Plan, execute and monitor Inbound & Outbound calling campaigns, and digital campaigns through SFMC — across Text Message, WhatsApp, Voice Bot, Interactive Voice (IVR), and Emailer — to maximise lead generation & conversion. - Track campaign performance basis data analytics and refine strategy accordingly. KEY PERFORMANCE AREA - Call Centre Operations & SLA Compliance - Agent Productivity & Performance Evaluation - Quality Lead Generation as per set targets - Campaign Management – Plan, Execution & Performance Tracking/Monitoring - Business Monitoring & MIS