a) Manage 8-12 member outsourced tele-marketing team
b) Monitor productivity of tele-marketing agents – no of calls made in an hour / day
c) Prepare tele-marketing script used for calling customers
d) Train Tele-marketing agents on customer campaigns
e) Review Customer Calls made by agents and maintain high customer call quality standards
f) Supervise welcome calls to new credit card customers to activate credit card and explain product features to the customer.
g) Prepare Daily, Weekly / Monthly MIS report on Tele-marketing team activities for tracking performance of the team
h) Co-ordinate with portfolio managers on the list of activities driven via tele-marketing team
i) Timely implementation of internal and external audit points with any issues raised by external regulators following the procedures/policies as laid out by the group manuals.
j) Maintain internal control standards.
Corporate governance & compliance: Work fully within risk policies & procedures and all compliance regulations.