3 – 7 years experience
Managing performance of Research Analysts (RAs)
Calanderised Mentoring and Coaching sessions to be conducted for RAs for constant improvement and progress
Resource forecasting and attrition/retention management
Carrying out regular analysis at the team level to keep a close check on the current performance levels as well as explore and improve on areas of opportunity
Managing day to day operations metrics and delivery
Arranging motivational activities, organize team outings and ensuring team budget is utilized regularly to motivate the RAs
People Management, including all HR related issues, as well as staff development
Operational Management: Managing the floor, adherence to schedule
Call monitoring, coaching, and feedback, responsibility for delivery of the defined customer experience in every call
Motivation, leadership for a team and developing future leaders
Recommendations for product and process development based on customer feedback and analysis of the same
Conducting performance appraisal for the team
Contribute to the initial hiring and selecting process of the front line for Events Practice
Compiling reports on teams performance and customer feedback
Communication and being a focal point of dissemination of information from management to team and vice versa
Work very closely with team members to solve customer problems. Also needs to understand agent’s problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management
Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes
Ensuring teams compliance with quality parameters, coordinating periodic audits, analysis & review of customer satisfaction/complaints. Strong affinity for systems & processes (refining /creating & implementing)
Co-ordinate delivery activity in accordance with the contractual scope and target levels
Ensuring Project SPECS training conducted by the team
Coordination with the Quality team on team quality matrix
Overall 4+ yrs. of work experience in an International BPO/Call Center/similar profile with 1.5+ years of team handling experience in Team leader/Team manager role
Candidate should prior work experience in outbound/sales-support/B2B process
Must be available to work a flexible work schedule
Ability to meet stretched targets and goals.
UG:Any Graduate – Any Specialization
PG: Any Postgraduate – Any Specialization
Salesify, a leading provider of B2B demand generation services, helps clients create pipeline and accelerate revenue by identifying, profiling, nurturing and connecting with the right decision makers within their targeted customer and prospect accounts. Our services include account profiling and competitive research; appointment setting services; and content syndication. We commit to delivering high quality, cost effective services and programs, tailored to address each customer’s unique requirements. With over 300 clients, Salesify has a proven track record of helping some of the world’s largest technology companies drive revenue.
Salesify’s recent innovation, TechLeads Online, puts sales and marketing intelligence into the hands of businesspeople by showing the install base of over 10,000 B2B technology products in hardware, software, and SaaS platforms, across 2,000,000 companies. Using this knowledge, TechLeads Online users can target competitive install bases, complementary product users, and understand true market share to add value to their business intelligence activities.
Salesify has been named to the Red Herring Top 100 North America 2014, Inc. 5000 from 2010 through 2013, and is recognized as a fast growing company by the Silicon Valley Business Journal and Deloitte Fast500. TechLeads Online is also a 2013 Stevie Awards winner in the New Product of the Year: Software – Business Intelligence Solution category.
We are an Equal Opportunity Employer.