MSM Unify is looking for a data oriented, qualified and confident Tele-caller Manager (TCM) to handle a team of Tele-callers to promote business development by working closely and building strong relationships with the students aspiring for international education, their parents, etc. thus making MSM Unify the top platform in its space. TCM shall report to the B2C Head.
What You’ll Do
- Ability to plan and implement lead generation exercise in coordination with the B2C head through digital, social, print and any other informal media.
- Should have ability to gauge quantity and quality of leads and thus carry out desirable changes in the media campaigns.
- Leads assignment to the TCs to call them up in a stipulated time while ensuring customer satisfaction on the general queries asked.
- Need to maintain smooth coordination with tele-callers, tele-counselors, visa filing team and product trainers.
- Increase conversion from tele-calling to the tele-counseling, one of the important KPIs of TCM.
- Maintain and update database/CRM on daily basis and should be able to deduce interpretations and thus actions from this database.
- Should check tele-callers activity by random call backs to the clients, tele-callers spoke with/to.
- Know and implement company offerings for improved promotion and business development. Need to understand the need of cross selling and train tele-callers accordingly to generate results.
- Should be able to mitigate client dis-satisfaction by calling for the intervention of appropriate resources.
- A prior experience of handing the team of tele-callers is must.
- Should be techno-savvy.
- Collect and share service feedback from the earned clients and thus referrals for the new business.
- Have a strong follow up with prospective clients.
- Work independently with minimal supervision
- Exercise sound judgment and maintain a high degree of confidentiality in all transactions
Who We’re Looking For
- Bachelors or Masters in any filed having very good communication skills in English, Hindi and local language (preferable but not mandatory). Education in the IT related filed will be an added advantage.
- 3 to 5 years of experience in the similar role is preferable
- Should be data-centric and action oriented.
- Should have ability to work under pressure and able to handle situations with ambiguity.
- Should be open to working in shifts.
- Call-center back ground with team lead profiles would be given first priority.