Lead at CareerNet Consulting
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Senior Manager - Inside Sales - BFSI/BPO/Online (4-10 yrs)
Revenue management: -
- Identify, segment customers basis potential (revenue, cross- sell) and drive revenue targets.
- Drive retention of high value customers through right incentives programs and high services delivery
Team Management: -
- Build and scale the team to meet high growth (20% month on month)
- Identify performance gaps, define right processed and training programs to build team's effectiveness.
- Re-define business metrics with evolving business strategies.
Customer Experience -
- Monitor NPS score and identify gaps.
- Conduct live call audits to identify gaps in call quality
- Define processes, feedback mechanisms and enable dashboards to improve scores
- Ensure issues are routed to specific teams and resolves within TAT
Market Analytics & Incentive Programs -
- Analyze trends for onboarded customers to map customer potential and drive sales activities
- Identify different transacting customer segments and devise measures to increase wallet share
- Work closely with category teams, collate insights from team and develop incentive programs
Solutioning & product improvements -
- Undertake RCA's for repeat issues and drive closure internally with category & product teams to enhance customer experience
- Solution tech enabled reach out for scaling and drive overall productivity
Key Initiatives -
- Drive Key initiatives pertaining to adoption of new product offerings & improving customer loyalty