Agm - Telecalling

Job Req ID: 36807- Location: Chennai, IN- Function: Other- About:
**Role**

AGM - Telecalling

**Function / Department**

CS

**Location**

TN

**Job Purpose**

To ensure retention of post-paid individual customers through focused proactive and reactive measures for churn control. This includes ring fencing customers thru proactive campaigns like on boarding calls, churn propensity model and driving retention from reactive campaigns UPC, P2P, Voluntary request raised customer.

Devise customer retention strategies along with marketing for revenue enhancement thru plan upselling, digital and Telco adoption and ring fence customers.

**Key Result Areas/Accountabilities**
- Responsible to meet desired churn budgets, adherence to national processes, identifying process improvements, redefining processes with map-gap analysis, best practice sharing and ensuring implementation across clusters
- Operational / partner efficiencies - review retention performance levels
- Build a strong feedback / VOC mechanism through continuous engagement with partner teams and customers
- Manage end to end customer lifecycle through focused proactive & reactive measures/campaigns program to control voluntary, involuntary & high value churn
- Responsible for working with cross functional teams like Retail, Marketing, Network and CS cross functions to drive churn reduction
- Team engagement, training and development on building capabilities, skills, competencies

**Core Competencies, Knowledge, Experience**
- 5-7 years of experience in postpaid customer life cycle management especially in customer retention and process.
- Experience in outbound call center collection and retention
- Campaign management and revenue enhancement
- Experience in working with large teams

**Must have technical / professional qualifications**
- Graduate or Post graduate
- Strong data analytics
- Effective communication skills and decision making ability