Telesales Head

Work Location : Maharashtra ( strictly work from office )

We are looking for someone who is willing to travel overseas and manage operations across offices.

Work Experience : Min. 8- 10 years of relevant experience.

( Experience in  I - Gaming Industry is mandatory )

Salary : As per Industry standards ( Negotiable for the right candidate)

Candidates willing to relocate will be provided with accommodation.

Key Responsibilities:

• Understanding the customer and promoting a customer-first approach throughout the entire organization, prioritizing customer-facing departments.
• Kickstarting voice-of-the-customer programs and ensuring efficient analytics and reporting to promote a data-driven approach to the needs, wishes, and wants of the customer base.
• Assisting all customer-facing departments in their workflows and providing feedback on strategies, reports, tactics, and more.
• Stepping in to resolve escalated customer support requests and collaborating with service, support, and success teams to ensure memorable and positive customer outcomes regardless of their issues.
• Strategizing, delegating, and collaborating on customer success initiatives and programs that drive retention, loyalty, and growth.
• Approaching customer relations with a business-development perspective, keeping an eye out for any opportunities, and collaborating with expansion, upsell, and growth managers to successfully act on opportunities and grow the business.
• Listening to customers and acting on their input in a diplomatic and analytic manner, prioritizing requests by relevancy, urgency, and importance.
• Listening to internal team members and finding ways to best serve the customers while maintaining efficient internal processes.
• Finding the narratives behind the metrics – being able to review reports and correlate data sets to determine the story behind the numbers to create an accurate picture of the customer behind the scenes.
• Having final decision power on customer-facing initiatives and ideating to better serve the customers’ needs.

Skills and Competencies

• 8-10 years of experience leading a customer-facing department with proven strategic planning skills, revenue goal achievements, and experience implementing or overseeing a customer-first approach.
• An MBA or related graduate or post-graduate degree, with a customer service one being ideal, on top of an undergrad degree in a related field.
• Expert empathy skills with high emotional intelligence, and experience in applying those skills in a business context.
• Strong communication skills and the ability to follow customer narratives to understand their point of view and transform and present those insights into workable strategies for customer success and business growth.
• Customer focus as a core principle throughout their professional activities.
•  Deep understanding of customer service, customer experience, customer success, and customer operations.
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
• Business development knowledge and, ideally, experience growing a business.
• Strong analytical and goal-oriented mindset backed by expert-level people and project management knowledge and skillset.
• Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job and gain a deep understanding of business products and services.
• Should have prior experience of handling a team of 70-80 people .
• Should be proficient in atleast 3-4 Indian languages
• Experience of handling I Gaming operations especially in India as well as global markets exposure.
• Hands on experience in using various tools for MIS reports to Management and ticketing systems and processes.
• Having true business acumen, thorough understanding of its nature
• Take up the critical measures, derive new strategies and have a over all turn key solution for business.