Outbound Calling Vendor Management Expert

5 days ago

Bengaluru, Karnataka, India beBeeCompliance Full time
Job Title

Specialist Phone Banking Vendor Management

About the Role

This role is responsible for overseeing end-to-end management of third-party vendors executing outbound calling functions such as welcome calling and banking product cross-sell.

Key Responsibilities
  • Oversee performance management, dialer strategy, data optimization, compliance, hiring alignment, invoice validation, and contract governance.
  • Provide expertise in contact center operations, dialer, campaign analytics, and commercial/vendor lifecycle management.
Vendor Strategy & Relationship Management
  • Act as central liaison for all outsourced contact center vendors supporting outbound campaigns.
  • Define SLAs, KPIs, and contractual deliverables; ensure vendor performance meets business targets.
  • Conduct regular vendor reviews and governance meetings to monitor progress, resolve issues, and track continuous improvement.
  • Collaborate with Procurement, Legal, and Compliance teams on onboarding new vendors, due diligence, and vendor lifecycle management.
Operational Oversight Outbound Campaigns
  • Manage and optimize day-to-day operations across welcome calling and multiple banking product cross-sell programs.
  • Ensure achievement of key performance indicators such as contact %, sales conversion, AHT, and occupancy.
  • Drive calling strategy across different campaigns, based on product priority, lead scoring, and customer segmentation.
  • Align vendor capacities to business volumes, ensuring SLAs are consistently met.
Dialer & Calling Strategy Management
  • Own dialer logic and configuration (predictive, progressive, preview) to ensure high efficiency and minimal drop rate.
  • Work with dialer teams to manage retry logic, lead recycling, list loading, and time-band strategy.
  • Analyze dialer metrics to continuously improve campaign performance connect %, RPC (Right Party Connect), and penetration rate.
Data Management & Campaign Analytics
  • Oversee lead allocation strategy and campaign data flow between internal systems and vendors.
  • Analyze daily, weekly, and monthly campaign performance to identify improvement areas in contact rate, conversion %, and sales funnel movement.
  • Recommend actionable strategies to improve penetration such as better call timing, prioritization models, or targeting rules.
  • Track lead aging, disposition quality, and list utilization metrics to minimize waste and maximize ROI.
Hiring Alignment & Workforce Planning
  • Align vendor hiring plans with projected campaign requirements and ensure timely resource onboarding.
  • Review hiring profiles, support in joint interviews (where required), and validate skill readiness of vendor staff.
  • Ensure optimal headcount planning and bench readiness at vendor end to avoid performance gaps.
Invoice Validation & Commercial Management
  • Verify monthly vendor invoices against agreed output KPIs, calling volume, and performance benchmarks.
  • Coordinate with Finance and Vendor SPOCs for timely invoice processing, deductions, and escalations.
  • Maintain accurate documentation of commercials, volume commitments, and rate card terms.
Contract Management & Compliance
  • Oversee complete vendor contract lifecycle including renewals, amendments, penalty clauses, and exit terms.
  • Ensure 100% adherence to regulatory guidelines (TRAI, RBI, internal audits) and contractual obligations.
  • Maintain documentation of call scripts, campaign approvals, and vendor communication trails for audit readiness.

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