Sr.Manager/Associate Director Operations Sales – Contact Centre

Job Description

JD for Sr.Manager/Associate Director Operations Sales – Contact Centre

Industry: BPO/Customer Service

Location: Udaipur/Navi Mumbai/Bhopal/Jamshedpur/Bengaluru/Hubli/Mohali

Brief Job Description: 

Client is a technology-led business process management organization with a customer and community-centric approach. Customer Experience, RPA/IPA-driven digital transformation, and Machine Learning / Trust & Safety Operations comprise the core of the business.

Client is hiring for Sr.Manager/Associate Director Operations Collections – Contact Centre. This is a pivotal role in driving operations in high growth Contact Centre/Customer Experience business. 

Role Profile 

• 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/B2B 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 
• 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 
• Identify and drive continuous improvements and initiatives in process ● Coach & mentor Team lead so that they can manage their teams better
• Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance appraisals and attrition management