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Strategic Business Growth Director

1 week ago

Noida, Uttar Pradesh, India DemandX Full time
Role Summary

The Strategic Business Growth Director will be responsible for driving business growth and operational efficiency in our U.S.-based claims qualification and legal services contact center. This role requires data-driven decision-making, cross-functional collaboration, and a deep understanding of contact center operations.

About the Role
  • Develop and implement business strategies to optimize revenue growth and customer satisfaction.
  • Lead a team of business professionals to achieve business targets and exceed customer expectations.
  • Collaborate with Product, Analytics, IT, and Marketing teams to enhance operational efficiency.

Responsibilities
  • Business Growth & Strategy Execution: Develop and implement business strategies to optimize revenue growth and customer satisfaction.
  • Sales Enablement & Lead Optimization: Train agents on U.S. sales methodologies, cultural nuances, and objection handling.
  • Quality Assurance & Compliance: Implement AI-driven and human-led QA programs to monitor call effectiveness and sales quality.
  • Training & Workforce Development: Design and execute voice & accent, sales, and claims qualification training programs.
  • Data-Driven Operations & Performance Monitoring: Leverage BI tools to track KPIs and performance trends.

Requirements
  • 10+ years of experience in Business or Contact Center Operations, preferably in U.S. sales, legal services, or financial services processes.
  • Strong expertise in sales optimization, lead conversion, and agent performance improvement.
  • Hands-on experience with QA frameworks, agent coaching, and sales training methodologies.