Operations Manager

7 days ago


Jodhpur, Rajasthan, India beBeeProductivity Full time ₹ 9,00,000 - ₹ 12,00,000

Job Summary

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  • This role is responsible for facilitating productivity within the organization by conducting quality audits, providing feedback and recommendations to enhance advisor conversation quality.

Key Responsibilities

  • Quality Audit: Conduct thorough and comprehensive quality audits of inbound and outbound sales calls to ensure adherence to quality standards and compliance.
  • Feedback and Recommendations: Provide detailed and actionable feedback to advisors to improve their performance and contribute to the overall success of the team.
  • Documentation and Reporting: Document call assessments, identify trends and report on key performance indicators (KPIs) to inform business decisions and drive continuous improvement.
  • Collaboration and Coaching: Collaborate with the training team to develop coaching programs based on audit findings and provide guidance and support to advisors to enhance their skills and knowledge.
  • Process Optimization: Work with management to identify areas for process optimization and improve customer interactions through data-driven insights and recommendations.

Requirements

  • Education: Bachelor's degree or equivalent experience in a relevant field.
  • Experience: Proven experience 3+ years as a Call Quality Auditor or in a quality assurance role within a sales-oriented call center.
  • Skills and Qualifications
  1. Strong understanding of consultative sales processes in a high-ticket sales environment and Inside Sales Outreach operations.
  2. Excellent analytical and observation skills.
  3. Effective communication and feedback delivery.
  4. Proficiency in using call monitoring tools and CRM software.

Familiarity with EdTech industry standards is a plus.

Key Skills:

  • Call Quality Audit
  • Consultative Sales Process Knowledge
  • Delivering Feedback
  • Critical thinking
  • Coach & develop teams
  • Growth mindset
  • Conflict resolution
  • Decision Making
  • Technical:
    • MS Office applications like Excel, Powerpoint, Planner, etc.
    • Reporting skills for formulating and basic automation, trend analysis using Excel
    • Working knowledge of any tools/applications to implement instructional design process – preferred
    • Working Knowledge of Salesforce is an added plus

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