PURPOSE
The role holder will be responsible for ''Customer Touchpoint Management” i.e. all the communication points, human and physical interactions with customers’ experience during their relationship lifecycle in the organization. HR Process Management like sourcing candidates for Skill development, training as well as job by and through a team of tele callers & managing process Life cycle management, Lead Management. The role holder will demonstrate initiative to operationalize the digital sales strategy in alignment with the business strategyby fulfilling functional demands across the area of control. The role would involve exposure & hands on experience of all the facets of call center.
The role incumbent would be deft in a start-up like environment and brings to fore, a strong challenger mind-set with proven abilities to influence peers across the eco-system and deliver a higher quality quantity mix for Tele Sales.
KEY RESPONSIBILITIES
- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Delegate tasks and set deadlines
- Oversee day-to-day operation
- Monitor team performance and report on metrics
- Motivate team members
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Encourage creativity and risk-taking
- Suggest and organize team building activities
- MIS, Analytics & Repotting