Position : Manager- Call Centre Operations-Presales

Having call center operations experience & working in Presales

Industry - Real estate only

Key Responsibility :

- Drive defined BV and CoS.

- Monitor and oversee the overall functioning and governance of the Call Center

- Driver performance by optimising process and productivity

- Use Data analytics to derive key insights and bring down CoS

- Managing Call Center Operations to drive Business performance

- Collaborate with stakeholders and regional SPOC to deliver on direct targets (weekly, monthly and yearly). Plan to deliver CC numbers

- Use statistical methods to analyze data and generate useful business reports. Give feedback to stake holders on lead quality and voice of customers. Seek feedback to improve CC delivery

- Define and Establish a data driven process to drive performance from lead nurturing (Use analytical tools on data, drive insights and implement solution to achieve targets - lead to walk-in).

- Create segments that depict trend in the customer base.

- Collect and analyze call-center statistics (TATs, lead to walk-in ratios, costs, other customer service metrics etc.)

- Determine call center operational strategies by conducting needs assessments, performance reviews, seats planning, and cost/benefit analysis; defining prospect requirements; establishing technical specifications

- Prepare reports for different departments or upper management

Process Governance & Brand Protection:

- Break down strategy into actionable tasks and implement with the applicable teams internal and external to GPL

- Providing guidance to direct reports, typically comprising regional CC managers and supervisors

- Managing call center financial planning

- Ensuring clarity around priorities and goals for the entire functional area

- Ensure SoP deliverables

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.