Job Description Section Job Description – Manager Operations Sales – Contact Centre Location – Bhubaneswar, India Experience – 8+ Years of experience What 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
Job Title
Manager Operations- Outbound Sales