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Senior Manager Operations- Outbound sales Gurgaon

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Gurgaon, Haryana, India Policybazaar Full time
Job Description SectionJob Description – Manager/ Sr Manager Operations Sales – Contact CentreLocation – Gurgaon, IndiaExperience – 10 to 14 Years of experienceWhat 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