Operational Team Lead

5 days ago


Chennai, Tamil Nadu, India acura Solution Full time
Job Description:
As a Senior Contact Center Manager at Acura Solution, you will be responsible for overseeing the performance of a team of contact center operators. Your primary goal is to develop plans that achieve call center targets.

Key Responsibilities:
  • Ensure seamless customer servicing.
  • Maintain awareness among agents regarding scorecard targets and portfolio benchmarks.
  • Encourage cross-selling of asset products offered by the bank to generate income at a customer level.
  • Monitor and meet third-party product sales targets for the unit.
  • Train staff on product knowledge and requisite certifications.
  • Analyze daily sales reports and provide guidance to improve performance.
  • Manage and monitor the performance of all sales resources.
  • Conduct periodic reviews of the customer base, including contractibility, eligibility, product penetration, profitability, and take appropriate action to activate every customer and improve product penetration.


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