Inbound and Outbound Tele Sales Manager

6 days ago

Ahmedabad, India Ratnaafin Capital Full time

Job Title: Contact Center Manager Inbound & Outbound (BFSI Sector)

Department: Customer Experience /Telemarketing
Reports To: Marketing and digital business 
Experience: 7+ (with minimum 2 years in a managerial role)
Industry Preference: BFSI (Banking, NBFC, Insurance, Broking, Fintech)

Job Summary:

We are seeking a dynamic and experienced Contact Center Manager to lead our Inbound and Outbound Call Center Operations. The ideal candidate will have a strong background in managing high-performing teams, driving customer satisfaction, ensuring service-level adherence, and supporting sales, collections, and retention initiatives in the BFSI sector. There may be intercity travel also to manage 3rd party operations

Key Responsibilities:

1. Team Leadership & Management

  • Lead, train, and mentor a team of inbound and outbound contact center executives.
  • Set performance targets (AHT, FCR, CSAT, conversion, etc.) and ensure they are met or exceeded.
  • Monitor team productivity and create performance improvement plans where needed.
  • Foster a customer-first, service-oriented culture across the team.

2. Inbound Contact Center Management

  • Manage customer queries, complaints, and service requests related to loans, investments, insurance, or digital financial services.
  • Ensure adherence to TAT and quality assurance standards.
  • Collaborate with backend operations and IT teams for prompt resolution.

3. Outbound Campaign Management

  • Oversee outbound campaigns for sales - direct conversions (loan products, cross sell
  • Work closely with  sales, and marketing teams to design and execute lead generation and cross-sell/up-sell campaigns.
  • Analyze call data and improve contact strategies for better conversions.

4. Process Optimization & Reporting

  • Identify process gaps and implement improvements to optimize efficiency.
  • adhere to tools and CRM systems to track performance and customer journeys.
  • Generate daily, weekly, and monthly MIS on team productivity, call quality, customer feedback, and campaign performance.

5. Compliance & Risk

  • Ensure all activities are compliant with regulatory standards (RBI, SEBI etc.).
  • Conduct regular training and audits to maintain quality and compliance standards.
  • Handle escalations and sensitive customer issues with professionalism and discretion.

Key Skills Required:

  • Proven experience in managing contact center operations in BFSI domain.
  • Strong people management and coaching skills.
  • Excellent communication and conflict resolution skills.
  • Hands-on experience with CRM, dialers, ticketing, and workforce management tools.
  • Analytical mindset and familiarity with contact center KPIs.

Preferred Qualifications:

  • Graduate
  • Language proficiency - English , Hindi and one local language any

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