Walk-in | Outbound Team Leader

Fino Payments Bank Ltd; Lucknow; On-site; INR 360,000 - 720,000; Full time

Job summary

Fino Payments Bank Ltd. is seeking an experienced outbound operations supervisor in Lucknow to manage and optimize outbound calling campaigns. You will lead the calling team, ensure data accuracy, allocate tasks, and drive performance through dashboards and regular reporting.

You will coordinate with multiple internal teams to ensure smooth campaign execution, perform data validation, analyze campaign results, and implement process improvements for efficiency and customer experience.

Responsibilities

• Manage and maintain outbound calling databases, ensuring data accuracy and timely availability.
• Plan, allocate, and distribute calling data to outbound agents based on priorities.
• Lead and supervise the outbound calling team to achieve daily productivity and performance targets.
• Monitor campaign performance, calling efficiency, and agent productivity through regular MIS and dashboards.
• Ensure timely preparation and sharing of daily, weekly, and monthly operational reports.
• Coordinate with Business, Operations, IT, Product, and other stakeholders for seamless campaign execution.
• Perform data validation, reconciliation, and quality checks before campaign deployment.
• Analyze campaign performance and provide actionable insights to improve operational efficiency.
• Ensure optimal utilization of calling databases and minimize duplicate or incorrect data allocation.
• Coordinate with dialer teams and service providers to resolve operational issues.
• Monitor adherence to calling processes, quality standards, and regulatory guidelines.
• Conduct regular team huddles, performance reviews, and coaching sessions to improve team effectiveness.
• Identify process improvement opportunities and implement automation initiatives to enhance productivity.
• Ensure proper documentation of operational processes, reports, and campaign trackers.
• Handle escalations related to database, reporting, and outbound operations in a timely manner.
• Drive continuous improvement initiatives to enhance customer experience and operational excellence.
• Perform any other operational responsibilities assigned by the management.

Job description

Job Description

• Manage and maintain outbound calling databases, ensuring data accuracy, and timely availability.
• Plan, allocate, and distribute calling data to outbound agents based on priorities.
• Lead and supervise the outbound calling team to achieve daily productivity and performance targets.
• Monitor campaign performance, calling efficiency, and agent productivity through regular MIS and dashboards.
• Ensure timely preparation and sharing of daily, weekly, and monthly operational reports.
• Coordinate with Business, Operations, IT, Product, and other stakeholders for seamless campaign execution.
• Perform data validation, reconciliation, and quality checks before campaign deployment.
• Analyze campaign performance and provide actionable insights to improve operational efficiency.
• Ensure optimal utilization of calling databases and minimize duplicate or incorrect data allocation.
• Coordinate with dialer teams and service providers to resolve operational issues.
• Monitor adherence to calling processes, quality standards, and regulatory guidelines.
• Conduct regular team huddles, performance reviews, and coaching sessions to improve team effectiveness.
• Identify process improvement opportunities and implement automation initiatives to enhance productivity.
• Ensure proper documentation of operational processes, reports, and campaign trackers.
• Handle escalations related to database, reporting, and outbound operations in a timely manner.
• Drive continuous improvement initiatives to enhance customer experience and operational excellence.
• Perform any other operational responsibilities assigned by the management.

Preferred Skills

• Strong knowledge of MS Excel (Advanced) and MIS Reporting.
• Experience in database management, outbound operations, and team handling.
• Excellent analytical, stakeholder management, and communication skills.
• Ability to manage multiple campaigns while ensuring quality.