Job Description

Outbound Operations- Retention Manager-DTH

From 4 to 9 year(s) of experience
₹ Not Disclosed by Recruiter
Posted: 10 days agoJob Applicants: 622Job Views: 2784+

Job Description

Roles and Responsibilities

1) Manage a team of 2 BMs and outbound tele-calling set-up of 1500+ seater across geographies.

2) Should understand Dialer technicalities and make tele calling strategies and campaign planning

3) Ensure Manpower forecasting and planning

4) Driving retention in this bucket. Analysing Portfolio and driving through customer offers / telecalling/ sms/ OBD/ Coordination with field

5) Identification of key reasons of suspension & coming up with initiatives/ideas to improve them.

6) Field Co-ordination with TSM,ASM across the circles for Promise to recharge Conversion/ Customer complaints/ Escalation

7) Driving of Long duration packs (Upselling) and top-up through telecalling1.

8) Ensure Productivity enhancement across CC.

9) Designing Cost effective telecalling and field retentions model to ensure higher winbacks


Desired Candidate Profile

- Dialer strategies and campaign planning

- Manpower forecasting and planning

- Partner management

- Analytical and problems Solving

- Strategy planning

- Teamwork

- Results orientation

- Entrepreneurial spirit

Customer Focus


Major Challenges :

Maintain a balance between CSD, marketing & Field.

Customer Retention management is an activity which needs to be owned and driven through outbound call center. Needs a lot of inter departmental and cross functional interactions, buy ins, co-operations and activities.

Need to work closely with marketing and field of DTH customers by various retention activities and the sphere and span of influence is very necessary at the zones (field ) to get the details of competition offerings, to effectively manage outsourced partners and drive them towards achieving operational excellence in output metrics thru constant review of input processes in line with customer needs and organization vision of customer delight.



Role:Transition Manager

Salary: Not Disclosed by Recruiter

Industry:Telecom / ISP

Functional Area:Consulting

Role Category:IT Consulting

Employment Type:Full Time, Permanent

Education

UG:Any Graduate

Company Profile

Bharti Airtel Limited

About Bharti Airtel
Bharti Airtel Limited is a leading global telecommunications company with operations in 20 countries across Asia and Africa. Headquartered in New Delhi, India, the company ranks amongst the top 3 mobile service providers globally in terms of subscribers. In India, the company's product offerings include 2G, 3G and 4G wireless services, mobile commerce, fixed line services, high speed DSL broadband, IPTV, DTH, enterprise services including national & international long distance services to carriers. In the rest of the geographies, it offers 2G, 3G and 4G wireless services and mobile commerce. Bharti Airtel had over 331 million customers across its operations at the end of June 2015. To know more please visit, www.airtel.com
Company Info
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Contact Company:Bharti Airtel Limited

Address:Plot No. 16,UG,Bharti Airtel Limited,Udhyog Vihar,, Phase-4,Gurgaon, GURGAON, Haryana, India

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