Senior Manager Operations- Outbound sales Gurgaon
4 weeks ago
Job Description Section
Job Description – Manager/ Sr Manager Operations Sales – Contact Centre
Location – Gurgaon, India
Experience – 10 to 14 Years of experience
What we are looking for in a candidate
· Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
· Will be managing a telesales team of 150 to 180 people.
· Establish & Manage Relationships / Engagement with the Clients.
· Oversight of team – organizes resources, sets goals, call out strategy from Executives and client on a day to day basis, reporting responsibilities
· Managing day to day Sales targets (B2C Sales)
· Responsible for following agreed governance model, escalation & communication plan
· To ensure team members achieve agreed standards in relation to their job assignments.
· To ensure training of new staff on the corporate policy rules to be adhered to
· To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
· To monitor and document work schedule of staff and absences.
· Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
· Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates
· Ensure that all audit related issues are brought to a close
· Identify and drive continuous improvements and initiatives in process
· Coach & mentor Team lead so that they are able to manage their teams better
· Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
· To ensure that all internal customer queries are followed up on a timely basis
· Collaborate with internal teams.
· To be the Key contact for all problems and queries with specific business assigned.
· Take on special projects as per business need
· Action Oriented, Integrity and Trust, Perseverance
· Command Skills, Problem Solving, Drive for results, Standing along and Directing Others
· Managing & measuring work
· Ability to handle sales pressure
· Very good finance and accounting skills
· Problem solving, analytical bent of mind
· Excellent verbal and written communications skills
· Strong external and management reporting skills
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