Managing an average span of 250 plus FTEs.
Client, Customer & People Management.
Drive Performance in the team to achieve KPIs.
Manage the daily team activities and operations.
Drive Team adherence and manage scheduling.
Managing Escalations (Internal & External)
Run reports & conduct a thorough analysis of the missed KPIs & draw an effective action plan.
Drive Continuous Improvement projects by use of kaizen & Lean practices.
Performance management and appraisals of the team.
Conduct weekly reviews & present an action plan to the Management.
Conduct one on one, skips with the team.
Feedback and Coaching.
Knowledge management for the team and quality control.
Apply performance management strategies - action plans, BQ planning.
Responsible for people/ employee career development.
Manage Data Analytics and Data Churn
Manage Dialing Strategies and manage resource utilization (Should be able to design dialing strategies for better penetration depending on the customer behavior and product)
Initiate improvement projects and drive efficacy
Sales skills (should have smart sales techniques basis the products and customer behavior)
Target oriented approach and should display various approaches to achieve the targets and drive them within the team
Education & Experience
2 years of experience as an Manager/ Deputy Manager in managing a BFSI sales & telemarketing account
Minimum experience of 8 years in BPO
Best RPO provides its customers with services required to keep the business operating as... efficiently and as cost effectively as possible, so all that the customers need to concentrate on, is their core business. Read full description