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Manager - Operations Sales Campaign

Navi Mumbai, MH
Job Code:
  • Miscellaneous
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Job Details

Improve the operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning.Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance),through improvements to each function as well as coordination and communication between support and business functions.Play a significant role in long-term planning, including an initiative geared toward operational excellence.Supervise and coach office manager on a weekly basis.MIS structuring and processing of the same (as formulated)Analysis and improvisation of the current business process and internal controlsResponsible for the day-to-day function of the customer service process.Provide support to call center supervisors and administer everyday business of call center.Monitor call center operations and ensure high quality of services. Generating innovative ideas that are cost-effective ensuring profitability to the company.Assist supervisors and develop various metrics for productivity and prepare necessary reports.Drive sales though team leadsWork with team supervisors and identify call volume trends and maximize ways to improve quality and quantity. Maintain knowledge on various best industry practices and develop associated strategies.Analyze processes and recommended new technologies for incorporation in system.Managing the end to end process of customer service. Ensuring that the team is well equipped, well trained, and motivated to meet the service level agreement of the company.Ensuring that the employees adhere to the companys rules and are in sync with the companys mission and values. Weekly review with clients for the Target & Service levelBriefing the team on process updates which given by the clients.Interacting with Hr team for forecasted attrition & BillingPay special attention to team leaders ,Agents queriesConduction training sessions every week for the bottom performers. Adhering Client requirement & Management qualities.Following Escalation Matrix for escalation calls
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-7


Channel Sales | Client Servicing | Relationship/Account Servicing | Telesales
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