Contact Center Ops Head
3 weeks ago
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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