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27/02 Priyanka Rai Sharma
Consultant at Spicy Jobs

Views:5923 Applications:134 Rec. Actions:Recruiter Actions:0

Manager/Senior Manager - Direct Sales & Call Center - Internet Operations - eCommerce (7-10 yrs)

Delhi/NCR Job Code: 310838

Job Title: Manager/Senior Manager, Direct Sales and Call Center- e commerce

Department : Internet Operations

Reporting To : AVP- Digital Fulfillment

Supervising :

Sales and Customer Service :

- Responsible for the overall direction of all online operations including

- Lead management and meeting conversion targets

- All operations/ Customer Query/ Retention for online sales vertical

- Customer Management through the funnel

- Managing Business partners -(Call center)

- Managing Interdepartmental functions

Key Responsibilities :

Lead Management and conversion :

- Manage end to end online customer lifecycle from the time contact details are available to payment

- Manage a Call centre team to ensure timely follow up with customers and help them to complete the sales process

- Manage the tele sales/click to call assistance for online customers

- Achieve conversion targets on lead to payment and individual targets across lines

- Manage appropriate measures to take action on the drop outs of the customer's at various stages

- Manage the data analytics across all campaigns and work on customer feedback to improve on the sales and conversion

Operational issues related to online sales operations :

- Establish a mechanism for timely and comprehensive resolution of customer queries and issues

- Ensure all the coordination for testing of new products and initiatives

- Monitored at the call center/ Standardization of MIS across patches. - Provide data analysis proactively -Drive process re-engineering, projects & initiatives to improve process efficiency

- Monthly Internal audit to be done to ensure for follow up of distance marketing guidelines

- Follow up and assist customers to provide post payment requirements

Customer Management :

- Develop a robust system to track and handhold the customer through the lifecycle from lead to policy issuance

- Click to call should be monitored at a high priority level

- Inbound Queries to be resolved within TAT

- All Inbound queries to be answered within 20 secs of the call

- All abandoned calls to be answered within 4 hours

- Track and process enquiries and requests within agreed timelines- For all call centre queries

- Proactive communication at all touch points and redesigning content to make it relevant

- Manage incoming queries specific to the channel

- Maximize customer satisfaction with online purchase experience and instil trust

Cost management :

- Understand and optimise the cost items and work on measures to improve efficiency and reduce cost per policy

- Appropriate forecasting to ensure readiness at call center cost efficiently

Control and compliance :

- Document and ensure compliance of all SOPs

- Adhere to all regulatory requirements, outsourcing, TRAI and Distance marketing guidelines

- Report all exceptions

- Ensure no exceptions in audit

People management :

- Hiring and Retention for Call centre agents( Managing a team of 30-50 call center agents)

- Training and skilling

- Devise compensation models along with Business which will support high lead conversions

KPIs :

- Overall Lead conversion @ 10 % on the unique leads on 30 day basis.

- Meeting monthly forecast and weekly forecast on applied

- 85% conversion of applied to paid by 90 days

- Monitoring the Agent level performance on a weekly basis to get the maximum conversion

- Adherence to distance marketing guidelines and an audit rating of 2

- Meet TCF metrics on call center SLAs

- Abandoned call ratio to be less than 5%

- Inbound call answered- with 20 secs

Job Requirements :

Minimum Education :

- Graduate preferably with an MBA

Minimum/Specific Experience :

- 8 - 10 years of experience in leading a large MNC operations team and having independent responsibility of call center and sales. Call Center or Sales /Lead conversion experience is a must

Knowledge/Skills/Abilities : (Refer to the competency model for the position)

Competency Level

- Result Orientation 3

- Working With & Through Others 4

- Innovation 4

- Customer Centricity 3

- Technical Expertise 3

- Managerial Expertise 3

- Problem Solving & Decision Making 4

- Business Acumen 3

- Role Modelling Core Values 3

- Strategic Planning & Execution 4

- Analytical, management and planning skills

- Comprehensive knowledge of operation of financial institutions required

- Good team skills

- Customer orientation

- Process orientation

- Sales

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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