National 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

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