Contact Center Ops Head

4 weeks ago

Noida, India Magicbricks Full time

Magicbricks, a leading real estate platform, is seeking an experienced and dynamic individual to join our team as the Head of Operations for our Contact Center. As the Head of Operations, you will play a crucial role in optimizing the efficiency of our contact center operations, driving outbound tele sales initiatives, and enhancing customer engagement. If you have a proven track record in contact center management, outbound tele sales, and possess strong leadership skills, we want to hear from you


Responsibilities:

  • Lead and oversee the overall operations of the Contact Center, ensuring efficient and effective functioning to meet business objectives.
  • Develop and implement strategies to optimize tele sales efficiency, increasing contactability and call conversions.
  • Lead management to ensure effective handling and nurturing of leads to drive sales opportunities.
  • Drive outbound tele sales initiatives to generate revenue and achieve sales targets.
  • Manage client servicing activities to ensure high levels of customer satisfaction and retention.
  • Oversee dialer management activities, optimizing dialer performance and efficiency.
  • Implement and manage workforce management strategies to ensure optimal staffing levels and resource utilization.
  • Develop and launch programs aimed at enhancing contact center performance and efficiency.
  • Manage attrition and employee engagement initiatives to foster a positive work environment and improve employee retention.

Requirements:

  • Bachelor's degree in Business Administration, Management, or a related field. Master's degree preferred.
  • Minimum of 15 years of experience in contact center operations, with a focus on outbound tele sales.
  • Proven track record of success in optimizing tele sales efficiency and increasing call conversions.
  • Strong experience in lead management and client servicing.
  • Experience in dialer management and workforce management.
  • Demonstrated ability to launch programs aimed at enhancing operational performance.
  • Proven track record in managing attrition and driving employee engagement initiatives.
  • Excellent leadership and interpersonal skills, with the ability to motivate and inspire a team.
  • Strategic thinker with the ability to develop and implement effective operational strategies.
  • Proficiency in data analysis and reporting.
  • Experience in the real estate industry is a mandate.

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