Manager tele calling
3 weeks ago
Purpose of the Job
To manage the tele-calling team.
Main Duties
- Assist line manager in developing tele-calling targets.
- Translate targets into operational plans considering conversion rates, data utilization, staff attrition, and campaign moments.
- Improve tele-calling process, including coordination with fundraising team.
- Monitor, evaluate, and address performance gaps based on KPIs.
- Coordinate staff recruitment and liaise with HR.
- Support quality manager in developing evaluation parameters.
- Monitor calls for quality improvement and performance tracking.
- Contribute to larger fundraising plans.
- Understand donor motivations and retention factors.
- Support retention and donor development team in achieving targets.
- Implement segmentation, targeting, and profiling for better conversion.
- Identify and deliver training for continual capacity building.
- Coordinate with IT to follow TRAI guidelines.
- 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.
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