Rupeek - Head - Contact Center

Roles and Responsibilities :

- To develop and update customer service policies and process as per the convenience of Sales and customers

- Manage multi-region opportunities by building and managing project specific sales team

- Manage and monitor the supervisors, team leaders, executives and sub agents to excel efficiency and drive sales

- Build and maintain a positive working environment that attracts and retains high quality staff

- Reviewing the Performance, identifying training needs to increase sales

- Tactical emphasis on Enhancing relationship value within department

- Workforce Planning, maintaining service levels, Quality Management & Recruitment

- Drive sales/100 and align team towards company's goal, build strategy for cross-selling & upselling with proper churning and usage of data

Skills :

- Expert in setting and managing contact centre and outsourced vendor

- People management skill i.e should have managed team of 250+ at least

- Involved in hiring and recruitment

- Driving outbound sales and generating revenues

- Planning, budgeting, and organizing sales program to achieve pre-defined goals

Persona :

- Enterprising leader with a strong record of contributions in streamlining customer operations, invigorating businesses, heightening productivity, systems & procedures, targeting assignments in Client Experience

Profiles : NBFC / Fin-tech / Bank are preferred

Location : Bangalore