20+ yrs experience in Tele-sales/Telemarketing /Outbound process - call centers as a Head - Operations.
Have experience handling large size team of a minimum 100 no.s (including Team Manager/Leaders, Supervisors, SMEs and Tele calling agents.
Candidates should have significant Tele sales leadership experience from a large scale company /process.
Highly Energetic, Analytical and should have passion towards the process.
Excellent communication and interpersonal skills.
Roles & Responsibilities:
Lead a team of Team Manager/Leaders, Trainers and Presales Executives in a manner that the team consistently meets the business objectives /goals.
Manage the day-to-day operations of the unit as per defined processes and ensure compliance to audit guidelines.
Focus on day to day operations and ensure that unpredictability in call volumes is handled. Give feedback and discuss performance with each team member on a periodic basis.
Responsible for training Presales agents to make sure that delivery on their part is always up to speed. Allocating work-time to presales agents according to the workload (frequency of calls)
Oversee the recruitment of required and qualified personnel to fill job openings for Presales officers.
Maintain and enhance call center operations by supervising system performance(s), identifying and providing solution(s) to problems.
Other responsibilities:
Daily monitoring of call flow and volumes for the team.
Conduct reviews to increase team’s productivity.
Conduct daily huddles and team meet to ensure job expectations and productivity is maintained.
Coordinating with the Sales Manager to get the latest feedback from the sales executives
Tracking and highlighting possible customer issues due to improper lead management
SLA Management activities
Service Level monitoring
Floor walking
Floor escalations
Maintaining & Preparing dashboard.
Attend Quality call Calibration & maintain standard Scores
Monitor Team Statistics
Monitor teams achievement (including team stats, Avg Team Activity Achievement, Ideas, LMS scores Attrition ) to be monitored regularly.
If interested, please send your resume to saravanan.g@alliancein.com
