About the role
- Lead and manage national call centre operations to drive sales, revenue, and customer engagement.
- Develop and execute cross-sell and up-sell strategies across the existing customer base.
- Drive lead generation and conversion through outbound/inbound calling, campaigns, and CRM databases.
- Set and track calling, conversion, productivity, and revenue targets.
- Monitor key KPIs including conversion %, cross-sell penetration, revenue per agent, productivity, and retention.
- Coach and motivate teams to deliver consistent business performance.
- Ensure effective lead follow-up and closure.
- Leverage customer data to identify high-value segments and revenue opportunities.
- Partner with Sales, Marketing, Operations, and Customer Service to optimise customer journeys and conversions.
- Drive MIS, dashboards, performance reviews, and continuous process improvements