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Call Center Manager (Tele Sales)



Customer Service, Sales & Business Development
Delhi, India
Posted on Friday, June 21, 2024

Job Title: - Member Success Manager

Location: - Delhi NCR

About Tide

At Tide, we are building a finance & admin platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,800 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany.

Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

About the team

Tide specialises in Prepaid Payment Instruments (PPIs), such as smart cards and digital wallet which helps us to get access to the amount already prepaid. This means we can make purchases without transferring money. You will be Part of Member Engagement Marketing Team As a Member Success Manager you’ll be target oriented and passionate about helping small businesses. Working in a fast-paced, ever-changing environment will excite you along with an interest in the fintech industry and all that we are doing to save small business owners time and money.

About the role

As a Member Success Manager you will be responsible for leading and motivating a team of telesales agents to achieve sales targets and maintain an exceptional level of customer service. As a team leader, you will work collaboratively with other departments to ensure that the team is reaching all objectives. The ideal candidate must have strong leadership and communication skills, attention to detail, and the ability to work in a fast-paced environment

  • Recruit, train, and lead a team of outbound telesales representatives.
  • Foster a positive and motivating work environment to enhance team performance.
  • Provide ongoing coaching, feedback, and support to ensure individual and team success.
  • Oversee daily call centre operations, ensuring efficiency and adherence to performance metrics.
  • Implement strategies to optimise outbound telesales processes and enhance overall productivity.
  • Monitor and analyse call data to identify trends and areas for improvement.
  • Develop and execute effective telesales strategies to achieve and exceed sales targets.Set clear and achievable sales goals for the outbound telesales team.
  • Analyse sales data to identify opportunities for growth and improvement.
  • Keep the team informed about new products, promotions, and sales techniques.
  • Provide ongoing professional development opportunities for team membersMonitor individual and team performance using key performance indicators (KPIs).
  • Generate regular reports on telesales performance, highlighting successes and areas for improvement

What we are looking for:

  • Bachelor's/ Master’s degree in Business Administration, Sales or any related field.
  • At least 8 years of experience in leading a telesales team and managing the call centre vendor, preferably in a financial services company/ Fintech/Banking/Insurance or NBFC
  • Overall of 11 to 12 Years of experience
  • Strong interpersonal and leadership skills.
  • In-depth knowledge of telesales techniques, market research, sales strategy, and management.
  • Familiarity with CRM systems, dialer(s) and telesales software.
  • Ability to effectively communicate and work with cross-functional teams.
  • Detail-oriented with strong organisational, planning, and time-management skills.
  • Technology and data analysis proficiency

What you’ll get in return:

Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for 90 days of the year. Plus, you’ll get:25 days holiday
● Additional health and dental insurance
● Fully covered Multisport card
● Food vouchers
● We invest in your development with a 1,000 BGN professional L&D budget per year and up to three L&D paid days off
● Snacks, light food, drinks in the office
● Enhanced family-friendly leave

Tidean Ways of Working

At Tide, we’re Member First and Data Driven, but above all, we’re One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for one month of the year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.

Tide is a place for everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. We believe it’s what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.