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