Droom - Senior Director - Customer Contact Center

Senior Director, Customer Contact Center | 8-12 years | Gurugram

As the Senior Director, Customer Contact Center, you will be responsible for developing and implementing strategies to drive tele-sales initiatives and enhance customer satisfaction. The ideal candidate will have 8-12 years of experience in hard-core tele-sales, preferably in EdTech, InsurTech, Real Estate, or other tele-sales heavy industries.

Key Responsibilities:

- Tele-Sales Leadership:

- Lead and oversee the Customer Contact Center's tele-sales team to achieve sales targets and objectives.

- Develop and implement strategies to maximize conversion rates and revenue.

- Team Management:

- Build and lead a high-performing tele-sales team.

- Provide coaching, mentoring, and professional development opportunities for team members.

- Sales Strategy:

- Develop and execute tele-sales strategies to drive revenue growth.

- Collaborate with cross-functional teams to align sales efforts with overall business objectives.

- Performance Metrics:

- Establish key performance indicators (KPIs) and metrics to measure the effectiveness of tele-sales initiatives.

- Regularly analyze performance data and implement improvements.

- Process Optimization:

- Continuously evaluate and optimize tele-sales processes for efficiency and effectiveness.

- Identify and implement automation solutions to enhance productivity.

- Market Analysis:

- Stay informed about industry trends and the competitive landscape in tele-sales.

- Provide insights and recommendations based on market analysis.

- Customer Relationship Management:

- Build and maintain strong relationships with customers through tele-sales interactions.

- Ensure effective management of customer data and communication.

- Customer Service Excellence:

- Ensure a high level of customer satisfaction through effective communication and resolution of queries.

- Implement best practices for delivering exceptional customer service.

Qualifications:

- 8-12 years of experience in hard-core tele-sales, with a proven track record of achieving sales targets.

Skills:

- Strong leadership and team management skills.

- Excellent communication and interpersonal skills.

- Proven experience in developing and implementing tele-sales strategies.

- Analytical mindset with the ability to use data for decision-making.

- Familiarity with EdTech, InsurTech, Real Estate, or similar industries.

About Droom:

- Funding and Valuation - Droom is a well funded tech startup and so far has raised around $341 Mn. In the year 2021, it attained unicorn status, boasting a valuation of $1.2 billion. Looking ahead, we are strategically gearing up for an IPO launch in 2025. Joining us now positions you at the opportune moment to elevate your career on this exciting trajectory.

- Market Leadership - Droom is the market leader in the automobile e-commerce segment with over 60% market share, making it India's largest automobile platform online and among the largest e-commerce companies.

- Impressive Growth and Financials - Droom is currently doing $2.7 billion in GMV, with over $83 million in net revenue as an annual run rate, demonstrating close to triple-digit year-over-year growth.

- Founder and Leadership - Founded by Sandeep Aggarwal, the only tech founder in India to create two unicorns back-to-back in the last 10 years.

- Trusted Brand and Global Investors - Droom is recognized as one of the most trusted consumer internet brands in India, known for its innovation and technology. Backed by marquee global investors including Lightbox, Digital Garage, Toyota Group, Recruit, Beenext, Beenos, 57 Stars, and various multibillion-dollar family offices in SE Asia and Hong Kong.

To know more about Droom culture, values, ethos, please visit us at

https://droom.in/career