Carwale - Manager - Operations

Job Description :

- Be the go-to expert for the team of calling operators for suggesting options as per customer's requirements, current market rates, documents/processes involved in vehicle transfer across different RTOs, cities, states, etc. and other important parameters that influence decision making to buy or sell a used car

- Building a concierge process to manage used-car buyers' and sellers expectations from a used car expert's prospective

- Training a team of calling operators to manage customer expectations, cross-sell, negotiate and sell VAS (Insurance, Warranty, Finance and RC transfer) in used car space to ensure customer engagement

- Work as an advisor to decision-makers involved in the used car consumer business from a customer satisfaction point of view as a single SPOC

- Maximize conversion of leads provided to the operations team by coordinating with different in-house teams in used car vertical to close other processes within required TAT to give a smooth experience to the prospective buyers and sellers

- Ensure that the calling team delivers the targeted NPS as they will be the major point of contact for all coordination with the customers

- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

- Identify areas of improvement in the following:

(a) Conceptualizing parameters to identify buyers/sellers from whom lead conversion can be maximized

(b) Analysis of unconverted lost leads

(c) Reducing TAT from customer interest identified stage to car purchased/sold stage

- Follow all processes, SOP's and TAT's which will be designed from time to time-related to used car consumer business

Requirements :

- Proven work experience as a Used Car Sales team lead/manager handling a zone

- Have experience in team handling - Team of tele-callers/sales associates/associated Vendors

- Experience working in cross-functional teams

- Proven ability to communicate, present and influence key stakeholders at all levels of the organization

- Have strong analytical skills with the ability to visualize and interpret data

- Excellent listening, negotiation, and presentation abilities

- Strong verbal and written communication skills

- Graduation + Post Graduate Degree/Diploma