We have a great opportunity with a reputed and listed real estate organization! Position: Senior Manager - CRM and Call Centre Operations Location: Vikhroli, Mumbai. Education: MBA/PGDM Working Experience: 9-15 yrs Desired Candidate Profile: - Candidate must have 8+ yrs of experience in call centre operations and CRM function - Candidate must have strong exposure in sales, analytical mindset, planning & strategy driven - Candidate must be open to travel to projects which are scheduled to launch (as and when required) in Mumbai. Roles and Responsibilities: 1. Drive defined BV and CoS. - Monitor and oversee the overall functioning and governance of the Call Center - Driver performance by optimizing process and productivity - Use Data analytics to derive key insights and bring down CoS 2. 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 3. 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

Mumbai

Senior Manager - CRM & Call Centre Operations - Real Estate 

Senior Manager - CRM & Call Centre Operations - Real Estate  ,Job Description for Senior Manager - CRM & Call Centre Operations - Real Estate  in Flexability in  Mumbai for (9-15) years of experience. Apply Now!

Job Description for Senior Manager - CRM & Call Centre Operations - Real Estate  in Flexability in  Mumbai for (9-15) years of experience. Apply Now!