Star TV - Sales Operations & Commercial Role

KEY RESPONSIBILITIES:

- Expert knowledge in handling operations (transactional processing / agreement processing / inventory management / collections management)

- Experience in handling team size of 40 to 50 members.

- Manage a team of business process (outsourced) agents.

- Maintaining up-to-date knowledge of industry developments and involvement in networks.

- Monitoring random calls to improve quality, minimize errors and track operative performance.

- Build and maintain a positive working environment that attracts and retains high quality staff reviewing the Performance of staff, identifying training needs and provide training sessions.

- Track production metrics/statistics, user rates and the performance levels of the center and preparing reports

- Organizing staffing, work allocation.

- Training, motivating and retaining staff.

- Forecasting and analyzing data on a weekly/monthly basis.

- Respond to all inbound emails, ensure TAT is maintained

- Must have the essential quality of attention to detail and customer handling capabilities

- Should be able to work with minimal supervision

- Must have excellent understanding capabilities and should be able to "figure out things" on his/her own post initial handholding

- Adhere to the norms specified as per the Quality standard

- To appraise the performance of the team members at the regular intervals

- To ensure the imparting of training to the operation employees

- To develop trouble shooting and problem solving approach

- To recommend the rewards/incentives to the employees in appreciation/recognition of their efforts in achieving the set targets

- To provide functional support and direction to the associates and team leaders on customer support needs

- Monitor and manage work load of teams.

- Review the past week's events, including statistics, results and industry news.

- Disseminate new product information to the agents.

- Communicate company information.

- To have attention to details, people management skills

- Provide MIS reports and defined timelines.

- Exposure to ERPs and CRM