I. General Information
Role: Call Center Ops
Designation: AVP
Department/Function: Digital SBU
Career Level: 5/6
Direct Reporting:
Indirect Reporting:
# of Direct Reportees: 3
# of indirect Reportees: 50 call center agents
Highest Education: Graduate Experience: 8-12 years
II. Job Objective
1. Drive conversions from the leads generated through marketing programs
2. Collaborate with the digital marketing team, operations, and technology team to drive D2C ecommerce business.
3. Continuously improve call center KPIs (Lead and Lag Indicators ) - Per seat productivity, No. Of dial outs/connects per agent, Disposition bucket movement and improvements, time to call, lead cost per agent, attrition, call quality, training, performance management of agents. It is expected that the role holder is data savvy and is able to use insights to improve performance resulting in the achievement of sales target and continuously bring down cost of operations.
4. Negotiate contract with outsourced vendor linking it to performance.
- Role holder will be required to operate from the locations where the outsourced partner has provided facilities for running the operations.
III. Key Responsibility Areas :
- At least 3 years of experience supervising in a sales call center or related environment
- 6 years of experience handling call center metrics, statistics and reporting.
- Proficient with Microsoft Word, Excel and Outlook.
- Ability to remain calm under pressure and in emergency situations.
- Excellent multi-tasking abilities.
- Experience providing coaching, conflict resolution and discipline.
- Provide leadership to ensure a professional environment and call experience.
- Able to work evenings, weekends and flexible hours.
- Proficiency in communication, planning, leadership, coordinating, and coaching.
- Interviews, hires, trains and motivates the call center employees.
- Assists in developing and executing departmental goals.
- Prepares and conducts performance evaluations.
- Analyzes phone call record logs for trends, and schedules staff accordingly.
- Uses a scorecard to track monthly call volume and products sales.
- Recommends updates for staff procedures.
- Conducts regular sales and service meetings.
- Performs other duties as assigned.
VII. Management & Leadership of Regulatory, Compliance & Operational Risk :
VIII. Observation of Internal Controls :
Disclaimer:
- The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job.
- Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.
- The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.-
Didn’t find the job appropriate? Report this Job