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Manager tele calling

4 months ago

Bengaluru, India Direct Dialogue Initiatives India Pvt. Ltd. Full time

Purpose of the Job

Manage the tele-calling team.


Main Duties

  1. Assist line manager in developing tele-calling targets.
  2. Translate targets into operational plans considering conversion rates, data utilization, staff attrition, and campaign moments.
  3. Improve tele-calling process, including coordination with fundraising team.
  4. Monitor, evaluate, and address performance gaps based on KPIs.
  5. Coordinate staff recruitment and liaise with HR.
  6. Support quality manager in developing evaluation parameters.
  7. Monitor calls for quality improvement and performance tracking.
  8. Contribute to larger fundraising plans.
  9. Understand donor motivations and retention factors.
  10. Support retention and donor development team in achieving targets.
  11. Implement segmentation, targeting, and profiling for better conversion.
  12. Identify and deliver training for continual capacity building.
  13. Coordinate with IT to follow TRAI guidelines.
  14. Create and update tele-calling scripts to increase conversion rates.


Applied knowledge and skill:

  • Experience in BPO industry, sales, and outbound calls.
  • Managing a calling unit of 10 plus staff, primarily freshers.
  • Setting up systems and processes in tele-calling.
  • Managerial skills and working with cross-functional teams.
  • Creative communication and data analysis for strategic insights.
  • Excellent analysis and data management.
  • Independently creating and managing campaigns.
  • Planning and organizing tele-calling campaigns, annual operational plans, and training calendars.