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08/06 Niharika Mohan
Assistant Manager at Prospect Exceutive

Views:3748 Applications:73 Rec. Actions:Recruiter Actions:2

Customer Care Operations Role - BPO (4-6 yrs)

Bangalore Job Code: 459845

Job Responsibilities

Follow up with require stakeholder(s) and maintains SLA of TAT for the Zone.

Post go live, to take up responsibility for handling telsell operations deliverables. The detailed activities include:

Setting up PCP/PJP for efficient operations in consultation with zone.

Daily/ Weekly interact with respective zone sales team / head to understand focus packs, key schemes and targets etc.

Help in managing the team of agents (Telsellers) to deliver the KPI such as Productive calls, Order volume and value, No. of order lines per order, GREEN Score, penetration of focus packs etc.

Quality Control of the calls - review the performance and identify the training needs for agents in consultation with SSC Implementation partner.

Help in getting the zonal data corrected for wrong numbers to improve database penetration. Ensure effective communication with zone.

Effective Governance and escalation management for the respective zone.

Continuous Improvement through OE projects.

In consultation with SSC Implementation partner ensure adequate Work force is in place for zone. Help the Implementation partner to (manage leaves, roasters and multi skilling for zone.)

Ensures that concerns are adequately escalated to the Retail Manager @ SSC whenever required and follows up for closure of problem ticket.

To Act as SPOC (Single Point of Contact) for the Zone from BSS side. To act as problem solver for all zone related issue.

To focus on Zone performance to improve productivity through telsell.

Visit zone and understand local Retail order taking AND LKA issues. Develop a database of related key information, which will help to take decision.

Help in stabilizing the CRM project with Telseller's and Zones.

Assist the Implementation partner in achieving the KPIs & SLA of zones.

Require Candidate from BPO + Sales (Retail, FMCG, Consumer Goods, Beverage Industry).

Candidates to have (either or ) Regional Language Knowledge ( Telugu, Marathi, Gujarati, Hindi) apart from English.

Should be Proficient in Excel Skills.

Should have Dialer knowledge.

Job Requirement

Minimum Education :

Graduate qualification from a reputed Institute / university. Post graduate preferable.

Minimum Work Experience:

4-6 years in operational capacity with exposure to operations in Retail AND LKA Order taking, Telsells operations

1. In-depth knowledge of the Retail and LKA Order taking and clearance

2. Basic Knowledge of Hardware - Telephony, EPBX etc.

3. Documentation SOP for all sub-processes, etc.

Critical :

1. In-depth knowledge of the Retail and LKA Order taking and clearance

2. Basic Knowledge of Hardware - Telephony, EPBX etc.

3. Documentation SOP for all sub-processes, etc.

Experiences/Exposure Required :

Geographical scope : India and South Asia Region

Financial Scope : Medium impact on organizational Revenue and costs optimization.

Competencies/Skills/Abilities:

Key Behavioral Competencies

1. Ability to interpret requirements from Zonal sales, outlets

2. Engage with Zonal teams and understand the targets, constraints etc.

3. Achievement Orientation

Key Functional Competencies :

1. In depth Business understanding (RETAIL AND LKA Sales)

2. Moderate understanding of Telsells

3. Basic understanding of Telephony systems

IT Knowledge :

1. Knowledge of MS Office. Excel expertise is desired

2. Knowledge of Telsells / CRM

Travel : 30-40%

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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