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15/04 Abhishek Mukherjee
Manager - Talent Acquisition at CarDekho

Views:885 Applications:232 Rec. Actions:Recruiter Actions:49

CarDekho - Associate Director - Call Center Operations (15-20 yrs)

Gurgaon/Gurugram Job Code: 914561

We are looking for call center head who is passionate about scaling the business and has a proven experience of leading a contact center for sales.

What You will be doing ?

1. Lead Outbound Sales for for all product lines. To look after entire 200 seats outbound call centre operations and Scale it to over 1000 seats and deliver high productivity through controlling, monitoring, analyzing & reviewing system.

2. Build Strong Process and Governance Framwork: Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing


3. Strategic Planning: Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity,

quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

4. Develop Scalable System & Product: Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling


5. Build Great Team: Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

6. Follow a data driven approach to run operations: Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Apply if you have-

- With a 15-20 year background in running and scaling a call center sales process.

- Preferably seen Sales operations for a financial or insurance product or service.

- Great knack for working in a fast-growing startup environment.

- Excellent problem solving skills

- Data Driven Approach towards running operations

- Understanding of people and ability to manage large tiered teams.

Women-friendly workplace:

Maternity and Paternity Benefits

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