Unit Manager-Turbo Cross Sell

Idfc First Bank Limited; Mumbai; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Idfc First Bank Limited is hiring for a Unit Manager - Turbo Cross Sell to lead a large call center team focused on cross-selling banking products. You will optimize technology, use data analytics, and align operations with budgets and strategic goals.

The role requires strong people leadership, deep knowledge of call center operations, and a customer-centric approach to drive revenue while ensuring adherence to procedures and quality standards.

Qualifications

• Requires 4 years' experience in call center management or sales operations.
• Experience in leadership of customer service teams and operations.
• Strong data analytics and MIS reporting capabilities.

Responsibilities

• Manage outbound call center operations generating cross-sell business.
• Lead 250–300 outsourced and captive call center staff with vendor relationships.
• Align operations with monthly, quarterly, and yearly budgets and targets.
• Use data analytics to improve contact rates and performance.
• Oversee dialer technology and PRI to optimize output.
• Design and implement strategies to deliver qualitative business via incentives and customer experience.
• Conduct periodic performance reviews and maintain strong process orientation.
• Coordinate with internal and external stakeholders to resolve technical queries.

Skills

People management

Call center operations

Data analytics

MIS reporting

Vendor management

Strategic thinking

Customer-centric

Education

Bachelor's degree

MBA or equivalent preferred

Tools

Dialer systems

PRI telecom lines

Job description

Job Requirements

About the Role

The Unit Manager - Turbo Cross Sell is responsible for managing call center operations focused on cross-selling various banking products. This role involves overseeing a large team, optimizing technology and data analytics to drive business growth, and ensuring alignment with business budgets and strategic goals. The ideal candidate will possess strong people management skills, technical expertise in call center operations, and a customer-centric approach.

Key Responsibilities

Primary Responsibilities

• Manage outbound call center operations responsible for generating cross-sell business.
• Generate interest among pre-approved customers for the bank’s financial services through outsourced call centers.
• Demonstrate strong understanding of call center technology, including dialer mechanisms and PRI (telecom lines), to enhance business performance.
• Utilize data analytics to increase contact rates and improve business outcomes.
• Manage approximately 250 to 300 outsourced/captive call center staff, including hierarchy and vendor relationships.
• Align operations with monthly, quarterly, and yearly business budgets and design strategies to meet targets.
• Oversee database management and dialing strategies to improve output.
• Develop strategies to deliver qualitative business using triggers such as incentives, customer experience, and attrition management.
• Increase call center business output while maintaining adherence to call procedures and effectiveness.

Secondary Responsibilities

• Design review mechanisms at every layer to understand performance and define strategies.
• Conduct periodic performance reviews for improved delivery.
• Manage the complete hierarchy of outsourced call centers through strong relationship management.
• Maintain and approve monthly call center billing while driving cost efficiencies.
• Create performance matrices for review with the bank’s leadership team.
• Resolve technical queries in daily call center operations by coordinating with internal and external stakeholders.
• Identify process weaknesses and implement improvements to enhance sales quality.
• Ensure strong process orientation in daily business delivery.
• Facilitate workflows, processes, and procedures for smooth call center operations.

What We Are Looking For

Education

• Graduation: Bachelor’s degree in any discipline.
• Post-graduation: MBA or equivalent qualification preferred.

Experience

• 4 years of relevant experience in call center management, sales operations, or customer service leadership roles.

Skills and Attributes

• Excellent written and verbal communication skills.
• Strong understanding of call center technology and operations.
• Exceptional interpersonal and people management skills.
• Advanced data analytics and MIS reporting capabilities.
• Ability to manage technical queries and collaborate across teams.
• Strong process orientation and attention to detail.
• Strategic thinking and customer-centric approach.