Sales Head would be expected to shape the future of a contact centre operation, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be; Phone, Email, Web/Live Chat, Video, Social, Correspondence. This role will lead Team Leaders. Manager will ensure that customers receive a friendly, professional and consistently high quality service helping to resolve various queries, close any sales enquiries and get it right the first time. Some of the Duties and Responsibilities will include: Reporting to the Director and planning and forecasting team. Manage the day to day performance of the Sales Team Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget. Set the strategy for the development of the Sales Call Centre, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service. Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues. Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints. Responsible for the recruitment, training, induction and coaching strategy across the contact centres Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development of all levels of contact centre colleagues. Reviewing and defining clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operation Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered. Applying best practices, developing continuous improvement plans and making recommendations based upon the employee and customer insight. Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony and CRM to create a cost effective operation consistently achieving the high service levels. Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience. Deliver cost efficiencies and increase in Customer Satisfaction Scores. Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions. Conducting the Call Audits Ensuring that Sales Targets are achieved Planning the Roaster for the Sales Team Required Skills: Proven experience of leading a service driven contact centre operation with experience of managing an operation through periods of significant growth or change. Excellent communication and leadership skills to lead and motivate a growing and changing service operation The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives Days of Working : Monday to Friday & Alternate Saturdays (10 :00 A.M. to 7:00 P.M.) Excellent English communication skills with excellent experience in Sales. Job Location : Gurgaon Experience : 6 to 12 years You may send CV on hr.india@casita.com