Role : AVP- Digital Marketing & Global Sales Process ( ITeS / BPO)

Location : Gurgaon

Job Description :

- Seasoned BPO Sales experienced resource responsible for management and coordination of overall operations, SLA delivery across multiple LOBs.

- Solid understanding of contact center SLAs and calculation methodologies with analytical bent of mind

- P and L understanding & accountability.

- Client interaction- Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores.

- Manage conference calls/other communication such as WBR/MBR/QBR with the client and build a rapport with key client contacts.

- Supporting new business initiatives along with Transitioning support.

- Internal co-ordination with Projects and other teams within the org to meet SLA standards.

- Responsible for ensuring the infrastructure utilization is done keeping in view the business requirements/new process migrations.

- Ensuring cross functional teams are operating in line with the business needs

- Team Management and People Development : Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching/feedback wherever required, Support Learning and development initiatives, Coaching and counseling, staff motivation retention programs.

- Effectively implement rewards/recognition, appraisal & Incentive programs. Create cross-functional teams to encourage team building.

Qualifications/ Knowledge :

- Graduate/ Post Graduate with Minimum 7 years of team handling experience in a sales/contact center environment with 12+yrs over Exp

- Proficient English reading and writing skills

- Proficient in Microsoft Office applications

- Highly organized with a proven track record of delivering to deadlines

- Exceptional attention to detail and output oriented & work under pressure

- Ability to follow SOPs

- Problem solving skills

- Effective communication and analysis skills

- Preferred- Six Sigma/ Lean certification

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