ImpactGuru - Contact Center Lead

3 weeks ago

Mumbai, India Impact Guru Technology Ventures Pvt Ltd Full time

Contact Center Lead - Immediate Joiner


ImpactGuru is a leading crowdfunding platform that is revolutionizing the way people raise funds for healthcare, social causes, and personal needs. Founded with the mission to make healthcare more accessible and affordable, ImpactGuru enables individuals, NGOs, and social enterprises to mobilize support and raise funds quickly and efficiently. By leveraging the power of technology and social media, we connect those in need with a global network of donors and supporters.

Our platform has successfully facilitated thousands of fundraising campaigns, helping to save lives, support medical treatments, fund critical surgeries, and contribute to various charitable initiatives. With a user-friendly interface and comprehensive support system, ImpactGuru ensures that fundraisers can focus on their cause while we handle the complexities of the crowdfunding process.

Urgent Opening for a Contact Center Lead with Impact Guru

Role : Contact Center Lead

Location : Marol - Andheri

Job Responsibilities :

- Drive and manage the tele sales function

- Will be responsible for managing the team and handling Outbound calls.

- Follow up on the leads and convert them to sales and closely track for closure of deals

- Plan and discuss revenue & and sales strategies.

- Manage the day-to-day performance of the Tele Calling unit to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.

- Must come from an Insurance background, health would be preferred, should have handled 100 +FTE

- Should have worked on or more Dialer and from Outbound Sales only

- Set the strategy for the development of the unit, staying abreast of new practices and technologies, and ensuring that we gain and maintain recognition for the quality of customer service.

- Lead, inspire, and co-ordinate the unit at all levels to create the motivated and engaged environment.

- Work closely with HR, L&D, and Training delivery teams. Taking responsibility for the ongoing development all levels of the unit

- Reviewing and defining clearly all roles, any required shift, and candidate profiles required across the Tele unit operation

- Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.

- Act as the Voice of the Customer, championing change and improvements across the customer experience, driving change and influencing future change/projects to support and improve customer experience.

- Deliver cost efficiencies and increased Customer base.

- Conduct performance evaluations that are timely and constructive.

- Collaborate with the business head to establish sales goals and to develop scripts for use by telemarketing team.

- Monitor and review phone calls to ensure quality service and compliance with applicable policies and best practices.

- Measure team performance; communicate goals and quotas to team; and encourage and motivate Call center team as they work toward reaching their goals.

- Maintains and improves call center operations by monitoring system performance and identifying and resolving problems

- Understanding and implementation of technology, software applications, and phone and computer systems

Professional Experiences:

- Minimum of 9+year experience

- Prior experience in handling a telesales team & in Life insurance or Health industry

- Experience with telemarketing, advanced managerial skills, and the ability to multitask.

- Excellent understanding of technology, software applications, and phone and computer systems

- Able to provide strong guidance and assistance to the team

- Strong experience of Excel

(ref:iimjobs.com)

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