Position : Manager - Ecommerce (Online Sales Fulfillment)

Function : Ecommerce

Department : Digital Marketing & Ecommerce

Reporting to : AVP/CM - Ecommerce

JOB SUMMARY :

This incumbent of the role will be part of Max Life's Ecommerce channel team with responsibility for driving fulfillment of all Direct business leads generated for the online sales channel. S/he will play a crucial role in managing relationships with call centre vendors to drive business objectives, hands-on experience of call center metrics management for both Inbound as well as Outbound sales environment, ensuring call-center productivity and managing compliance. Sound knowledge of Digital Marketing should be an added advantage

KEY RESPONSIBILITIES :

1. Own and manage the sales conversion funnel to deliver and grow direct ecommerce business through our contact centre

- Monitor & manage the Process Metrics including Conversions, Login Hours, Call Quality, ACHT, customer complaint etc., highlight key risks and provide inputs for Mitigation Plan to achieve overall business goals .

- Actively monitor Funnel efficiencies (Connect rate, attempt rate, No connect data churn) and suggest recommendations to improve the productivity

- Manage weekly, monthly & Quarterly lead volume & plan capacity per the forecast & align effective manpower to drive cohort wise efficiencies

- Achieve individual sales and conversion targets for each lead source and associated business metrics

- Manage online customer's lifecycle till issuance

- Manpower planning as per the forecasted volume and ensure effective manpower alignment to drive bucket efficiencies

Key competencies/skills required :

- Call center Metric management experience

- Customer Service Management

- Multi tasking

- Prior experience of managing Sales outbound process

- Insurance Domain Knowledge would be an advantage

- Advanced knowledge of MS Office (especially Excel formulas & PowerPoint)

2. Drive continuous evolution of processes to enhance performance & customer experience

- Target distribution and monitoring performance through daily, weekly reviews to ensure target achievement

- Liasion with support functions to improve team performance & identify opportunities for process improvements.

- Suggest recommendations for learning and development, career progression, internal movement & employee engagement iniitatives aimed at reducing attrition.

- Conduct daily briefings to keep the team abreast to process changes and advancement, keep them oriented towards target achievement and resolve concerns (if any).

- Monitor calls regularly to have process insights, be aware about the trends and bring insights to larger group attention

3. Legal, Regulatory Compliance & Audit

- Ensure 100% adherence to DM guidelines (Regulatory compliance) TRAI, and Audit findings.

- Complete all the regulatory compliance task in time (1% & 3% call recording evaluation)

- Conduct quarterly self audits & publish observation/scores to the team

- Ensure compliant resolution TATs are adhered

4. People management & capability building

i. Design training initiatives in line with business requirements

ii. Create effective R&Rs to grow sales and conversions

Experience :

- Graduate/Post Graduate from a premier business school

- At least 05 years of total experience

- Experience in managing sales fulfillment for Online channels/E-Tailers

- Knowledge of dialers and calling campaigns - Cohesive, Aspect, Czentrix etc

- Experience in call centre operations, back-end processes and customer service, client relationship processes in BFSI / BPOs

- Cross-functional expertise in managing call-centre solutions

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