Business Manager
2 weeks ago
The position involves working closely with the contact centre partners and ensuring all customer facing hygiene metrics are driven and improved
Hiring Delay at Partner side Consistent partner performance Management Retention of advisors Timely inputs from Internal stakeholders on volumes to arrive at ForecastKey Result Areas
Supporting Actions
Call Centre Partner Management
Communicate in advance to the partner on schemes/loyalty programmes for dealer related activities Involve in the hiring process to ensure the right process is followed as defined by Birla Opus Responsible for sales and marketing communications efforts & seamless communication of targets to the partner Share monthly/Quarterly level forecast to partner for hiring and readiness Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience. Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved Directly involve in leadership hiring ( TL & Above) & Colour Consultants Ability to establish and nurture strong internal and customer focused relationships and work seamlessly with Target led environment Responsible for campaign management & target driven approach on sales and revenue numbers through contact centre Managing the performance of the partner w.r.t hygiene / key metrics and ensuring performance is meeting targets ( mentioned eg: below) Service Level Abandoned Successful Order Booking Dealer Management System Complaince NPS ( CSAT) Quality Scores FCR ( First Time Resolution) Partner Satisfaction Index Manage all aspects of sales cycle including ongoing customer communications, order fulfillment, lead generation, & applicable sales process development at Dealer help desk Able to clearly articulate sales/revenue targets and drive them through contact centre -Define a model for achieving targets through incentivizing contact centre staff for target achievement & delivery Conduct MBR/QBR ( Monthly /Quarterly business reviews) and discuss performance and support required involving the relevant internal stakeholders as applicable ( Customer Experience / Sales /Marketing) Conduct quarterly RnR for partner team for motivation basis the available budget assignedAudit & Complaince
Conduct Dip check audits on hygiene metrics ( mentioned eg: below) ü Call disconnection ü Tagging Effeicency ü Revenue leakage ü Outlier Management Audit Ensuring the partner teams are following ABG guidelines interms of policies and data security/ PremisesTraining
Ensure new hires in the partner fraternity are trained as per the defined guidelines Training modules to be reviewed on a regular basis and new updates to be incorporated as the case may beRelationship Type
Frequency
Nature
Internal
Marketing team/Sales Team
Monthly
Feedback capturing from Sales and marketing teams and inputs on call centre management /Performance
CX teams
Weekly
Any programmes / evalution metrics
IT Teams
Monthly
Downtime / systems issues
External
Contact centre partner
Daily/Weekly
Contact centre teams(partners) , all touch points teams interacting with customers
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