Lead - Call Centre

Job Summary

Role: National Lead - Call Centre

Experience: 8+ Years

Grade: Associate Vice President (AVP)

Reporting To: Business Head

Key Responsibilities

• Lead and manage national call centre operations to drive sales, revenue, and customer engagement.
• Develop and execute cross-sell and up-sell strategies across the existing customer base.
• Drive lead generation and conversion through outbound/inbound calling, campaigns, and CRM databases.
• Set and track calling, conversion, productivity, and revenue targets.
• Monitor key KPIs including conversion %, cross-sell penetration, revenue per agent, productivity, and retention.
• Coach and motivate teams to deliver consistent business performance.
• Ensure effective lead follow-up and closure.
• Leverage customer data to identify high-value segments and revenue opportunities.
• Partner with Sales, Marketing, Operations, and Customer Service to optimise customer journeys and conversions.
• Drive MIS, dashboards, performance reviews, and continuous process improvements.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.