Job Description Section

Job Description – Manager Operations Sales – Contact Centre

Location – Chennai, India

Experience – 7 to 12 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

· Tele-Sales

· 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

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