Position Head – Leads and Call Centre Management (AVP / Senior Manager) Job Description / Responsibilities An experienced Call Centre Head with expertise in Lead Management systems and handling call centre especially in Retail Broking Equity, with a strong track record of managing a team of call centre agents. Person should have worked and managed Lead Management and Sales CRM systems. Key Responsibilities: • Management of LMS/ Sales CRM: Should have hands on experience working with CRM and LMS Should be well accustomed to working of LMS and management of stakeholders (Product and Technology) related to the same. • Sale conversion Management: Should be able to manage the sales funnel and improve the conversion of leads to revenue paying customers. Reduction in drop off and Lead slash. Increase the upsell of the plans for improved ARPU. Enhancing all channels for lead sourcing including Bank channel and also in an Open Architecture. • Team Leadership & Development: Lead, mentor, and develop a team of Call Centre agents, ensuring effective performance management and coaching.• Operations Management: Oversee day-to-day call centre operations (in house/ outsourced) Coordination with all sources of leads including marketing activities for sourcing. • Customer Experience Management: Develop and implement strategies to improve customer onboarding success and conversion. Should be responsible and be able to close loop for excellent customer service. • Reporting, Monitoring & Analytics: Monitor and analyse key performance metrics, including call volume, wait times, service levels, and customer satisfaction, to produce regular reports for senior management. Use data insights to drive continuous improvement and strategic decision-making. • Budgeting & Resource Management: Manage the Lead Management and Call Centre budget. Ensure cost-effective operations while maintaining high service quality. Forecast staffing needs, manage schedules, and oversee the recruitment and retention of high-performing agents.• Training & Development: Develop and deliver training programs to ensure staff are equipped with the
experience
15 ... Position Head – Leads and Call Centre Management (AVP / Senior Manager) Job Description / Responsibilities An experienced Call Centre Head with expertise in Lead Management systems and handling call centre especially in Retail Broking Equity, with a strong track record of managing a team of call centre agents. Person should have worked and managed Lead Management and Sales CRM systems. Key Responsibilities: • Management of LMS/ Sales CRM: Should have hands on experience working with CRM and LMS Should be well accustomed to working of LMS and management of stakeholders (Product and Technology) related to the same. • Sale conversion Management: Should be able to manage the sales funnel and improve the conversion of leads to revenue paying customers. Reduction in drop off and Lead slash. Increase the upsell of the plans for improved ARPU. Enhancing all channels for lead sourcing including Bank channel and also in an Open Architecture. • Team Leadership & Development: Lead, mentor, and develop a team of Call Centre agents, ensuring effective performance management and coaching.• Operations Management: Oversee day-to-day call centre operations (in house/ outsourced) Coordination with all sources of leads including marketing activities for sourcing. • Customer Experience Management: Develop and implement strategies to improve customer onboarding success and conversion. Should be responsible and be able to close loop for excellent customer service. • Reporting, Monitoring & Analytics: Monitor and analyse key performance metrics, including call volume, wait times, service levels, and customer satisfaction, to produce regular reports for senior management. Use data insights to drive continuous improvement and strategic decision-making. • Budgeting & Resource Management: Manage the Lead Management and Call Centre budget. Ensure cost-effective operations while maintaining high service quality. Forecast staffing needs, manage schedules, and oversee the recruitment and retention of high-performing agents.• Training & Development: Develop and deliver training programs to ensure staff are equipped with the
experience
15 
