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Senior Manager-Outbound Sales,Manager-Outbound Sales

Keywords / Skills : "Outbound Sales", "Inbound Sales", "Domestic Bpo", "Senior Manager", "Manager"

6 - 13 years
Posted: 2019-04-04

Industry
ITES/BPO
Function
Sales/Business Development
Role
Business Development Manager
Salary
8.00 - 14.00 lacs
Posted On
4th Apr 2019
Job Description
JD_Sr. Manager- outbound

• Candidate should have handled 500+ FTE business in inbound processes and outbound in domestic BPO
• Should be working as a manager in similar business for at least one year
• Should have experience in running multiple dialer.
• Manage day to day overall operational execution to enhance cost control, profitability, quality, productivity and efficiency throughout the company's operations departments.
• Billing as per approved count
• Reviews with client and internal management
• Able to give the process improvement suggestions
• Ensuing billing and collections on the time.
• Coordinate with internal functions for support required
• Controlling people attrition and absenteeism by being People focused with orientation of resolving people related issues. Giving adequate time to all people in his team.
• Quality and customer focused by ensuring the quality targets and activities are planned and controlled.
• Process metrics management like ACHT, Sales, Dial out, Conversions, Login hrs, C-SAT scores, Call quality scores, Product test scores etc as defined for his level.
• TL/AM level feedback for quality and product
• Escalation to supervisor.
• Able to project client escalation and control proactively
• Able to communicate to client for hep required and escalations
• Data base management
• Dialler strategy.
• Measure and ensure client KPI
• Full accountability for identification of operational issues resulting from quality audits and/or Voice of the Customer as well as accountability for systemic issue resolution
• Work with Client Relations leadership end to ensure delivery as per SLA commitments, responsive to the changing needs of our customers and proactively improving productivity and sigma quality levels.
• Develop and coach a strong and cohesive operations leadership team. Assure all hourly employees receive the proper training, feedback and support to achieve their objectives and deliver on customer requirements.
• Build, develop and manage operations leadership team capable of carrying out needed operations strategies while improving employee relations and retention.
• Assure master production schedule is coordinated with all support departments and integrated with the overall company's transaction/volume expectations.
• Construct detailed business cases and financial models and accompanying executive presentations for proposed operations improvement initiatives. Facilitate the development and implementation of metrics/reports to measure the success of business improvement initiatives.
• Oversee operations budget & work with Finance Controllers to ensure compliance with organizational expenditure requirements.
• Possess strong management, organizational, planning and interpersonal and communication skills with the ability to manage multiple priorities
• Review performance achievement & targets with a team of Managers and AMs providing strategic guidance to ensure service delivery.
• Ensuring timely preparation and review of goals and development plans for direct reports. Ensuring accurate handling and completion of progress reviews on performance and development plans within agreed timescales and provide ongoing feedback.

Ideal candidature and CTC:
• Should have handled 500+ FTE business in domestic BPO in both outbound and inbound processes.
• Should have experience in handling multiple dialers.
• Should be working as a manager in similar business for at least one year
• Should have overall 6+ years of experience
• Should be Graduate / Post-Graduate with 10 Years of relevant experience.
• Should have handled 500+ FTE business in inbound processes and outbound in domestic BPO
• CTC – 8 to 13 lacs PA



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Executive Search Firm
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