Arvato - Senior Manager - Marketing Services Telesales/Customer Support Process - Contact Center Operations

The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills.

Roles & Responsibilities:

- Business leader to drive marketing services, tele operations for India & international geographies.

- Lead a team of managers with overall span of 100+ employees and be responsible for their development & retention.

- Carry out supervisory responsibilities in accordance with policies and procedures.

- Manage portfolio of B2B & B2C lead generation, end to end sales, data acquisition, audience generation for top fortune 500 companies.

- Monitor and drive SLAs for multiple programs to deliver exceptional performance - ability to set the vision and culture of the team by handling individual and team performance, expectations and goals, monitoring real-time service levels, and holding the team accountable for meeting and exceeding performance targets.

- Drive P & L for the business by successfully leading & delivering revenues of the programs within timelines.

- Support business acquisition of projects end to end - conceptualization to implementation stage

- Drive projects to bring improvements in the business with analytical and operational expertise.

- Strategise campaigns and integrate the learnings from the campaigns into the overall program design.

- To work with various stakeholders and be able to objectively analyse situations and be able to contribute strategically. Ability to observe, document and analyze the programs, create analytical insights and present/discuss dashboards with stakeholders and leadership.

- Additional responsibilities include interviewing, training and motivating employees, planning and assigning work; rewarding and reviewing employees; and effective conflict resolution.

- Handle the career growth and development of the team by driving focus on Leadership Principles.

Key Metrics:

- Stakeholder/Client Management

- Performance Management

- People Management - (Coaching / developing / mentoring, creating leadership pipeline)

- Business Management - (SLA, process matrix)

- Process Improvements

- Project Management

Desired Proficiency:

- Business and market intelligence

- Sales Acumen

- Data Driven

- Analytical

- Solution oriented

Desired Candidate Profile:

- Graduate/MBA having 10+ years of work experience in managing B2B tele-sales operations and program management at senior level preferably supporting Lead Generation Activities, Data acquisition, Loyalty Campaigns etc. Also should have experience supporting Customer Support Operations and driving Program Management involving improvement of Customer Experience.

- Direct experience in Contact Center Operations and Marketing Services

- Analytical thinker with a proven ability to probe, question and get under the hood of established business operations and processes.

- Expert in building and establishing relationships across all levels both within and external to the organization.

- Ability to work successfully in a dynamic, ambiguous environment

- Decision Making/ Complex Problem Solving- a system thinker who proactively gathers the right data from appropriate sources to make the right decisions.

- Can act decisively, promptly and confidently.

- Excellent communicator both verbally and written with an ability to communicate with all levels of the organization (technical, business, executive).

- A Big thinker who can look outside the box for solutions and can probe and consider all the facts and details, while still staying aligned with the long-term plans and goals

- Think and act both strategically and tactically