Call Center Head - Manager (Hyderabad)

Policybazaar

10 - 18 years

13 - 16 Lacs

hyderabad

Posted:3 days ago| Platform:

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Skills Required

sales call center management call center operations inbound sales team management contact center operations outbound process b2c sales contact center management online sales telesales outbound sales digital sales

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
Establish & Manage Relationships / Engagement with the Clients
Oversight of team organizes resources, sets goals, call out strategy from Executives and client
Managing day to day Sales targets (B2C Sales)
Responsible for following agreed governance model, escalation & communication plan
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
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.

Preferred candidate profile

1. Candidate must have experience into managing a telesales team of 100-150 people alogn with multiple levels reporting to him.

2. Candidate must have experience into managing a sales process (B2C)

3. Must have strong hands on experience into managing a call center operations.

WHAT WE OFFER

Fix CTC + Per month incentives(no capping) + Gratuity + Medical insurance

Kirtichauhan@policybazaar.com

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