JOB DESCRIPTION
Role TitleManager Call Center – BD Consumer finance
Employee Interviewed/NameNeeraj Singh
Reports ToAVP – BD Consumer finance
Company DMI Finance Pvt Ltd
Function/ DepartmentConsumer BD
1. JOB PURPOSE
We are seeking a metrics-driven, growth-oriented Call Center Manager to lead, inspire, and scale our sales-focused contact center operations. In this role, you will own the sales floor performance, optimizing conversion rates, average order value, and team efficiency.
2.PRINCIPAL ACCOUNTABILITIES
Sales & Revenue Optimization
Drive Floor Performance: Oversee daily sales operations, ensuring the team consistently meets or exceeds monthly, quarterly, and annual sales targets.
Conversion Optimization: Analyse call scripts, pitch strategies, and rebuttal techniques to continuously improve close rates.
Campaign Management: Coordinate with Business Development to align call center capacity with active lead-generation campaigns and drive conversion rate.
Team Leadership & Culture
Coach & Mentor: Provide continuous side-by-side coaching, call monitoring, and actionable feedback to agents and team leads.
Performance Management: Identify underperforming metrics and implement targeted performance improvement plans (PIPs) or high-incentive contests to boost morale and results.
Hiring & Training: Assist in recruiting top-tier sales talent and designing onboarding programs focused on product knowledge and consultative selling.
3.MAJOR CHALLENGES
(Challenges faced on an on-going basis in carrying out the job)
Driving Conversion Rates: Overcoming high-volume rejection by maintaining team energy, refining script adherence, and perfecting opening hooks.
Dialler & Tech Optimization: Fine-tuning pacing dialler settings to maximize talk time while minimizing dropped calls and managing system outages.
Performance Analytics: Continuously monitoring, analysing, and improving individual agent productivity and overall team KPIs.
Sales Oriented approach: Driving aggressive outbound sales growth while maintaining strict compliance and high customer satisfaction.
Reports and MIS’s – Timely publishing of campaign and team’s performance reports and MIS’s.
4. DECISIONS
(Key decisions which the role needs to escalate to superior)
Managing any internal process risks that may impact the business
Data-Driven Dialer Decision Making
Resource Allocation
Real-Time Conversion & Lead Management
Managing Agent Performance and floor morale
Technical Triage during Outages
5. DIMENSIONS
(Key numerical data which will reflect the scope and scale of activities concerning this job)
KEY PERFORMANCE INDICATORS
Data & Operations Management
KPI Tracking: Monitor and report on core call center and business metrics, including:
Driving and Increasing Conversion Rate
Average Handle Time (AHT) & First Call Resolution (FCR)
Abandonment Rate & Occupancy Rate
Market Intelligence: Monitor industry trends regarding increasing conversion rates.
Adherence to compliance
OTHER DIMENSIONS
(Significant volume dimensions associated with the job)
Total Team Size: 0
Number of Direct Reports: 0
Number of Outsourced employees: 25
No. of clients/Channel Partners – up to 8
6. SKILLS AND KNOWLEDGE
Educational Qualifications
a)Qualifications
Minimum Qualification required: Graduate
b)Work Experience
Minimum years of experience: 3 years
Product Expertise: Preference of strong functional knowledge in managing sales call center for personal/Consumption loans as a lending product.
Technical Familiarity: Understanding of DLG, TRAI, DOT guidelines, digital lending ecosystems, including providing drop-chase journey assistance to the borrowers.
Other skills:
- Proficiency in call center software and CRM systems.
- Customer Service approach
- Strong written and oral communication skills
- Strong expertise in MS Excel, Word and PowerPoint
- Ability to handle multiple priorities and conflicting deadlines
- Solution based mindset
