Omni Sales

1. Drive omni sales from the website / WhatsApp. Tanishq app and other customer touch points

2. Ensure the adopted customer channels are relevant, feasible and as per business requirements

3. Maintain hygiene and accuracy of data captured across various customer touch points

- Quality customer interactions

- Easy to use and effective feedback channels

- Achieving of sales targets

- Quality control

- Profitability of sales

Omni: Root Cause Analysis and Business Process Improvement

1. Analyse trends and themes related to customer queries, requests, and Feedback

2. Map trending themes to upstream processes and identify broken business processes

3. Ensure broken processes are fixed with the help of relevant business stakeholders (sales, marketing, customer service and customer experience teams)

4. Provide suggestions to refine course of action, if implemented changes are not found effective.

5. Improve resolution process continuously to reduce Turn Around

- Business Process Improvement

- Turn Around Time (TAT)

- Adherence to timelines

Omni:Tool Vendor Management

1. Identify and adopt best in class tools and platforms matching business requirements

2. Ensure periodic evaluation of tool performance and suggest corrections, if required

3. Integrate various tools and platforms to simplify

- Fulfilment of business requirements

- Fulfilment of Business

Requirements :

- Vendor Cost & Utilization end-user experience

Omni: Call Center & Contact Center Management

1. Govern management and periodic updating of knowledge database

2. Manage service capacity based on seasonality of business & campaign activations

3. Provide information and training to call center service provider related to different campaigns

4. Study campaign effectiveness and its impact at call center

5. Monitor and review performance of outbound program periodically

6. Ensure enriched data for focused outbound activities

- Quality output at optimum price

- Hygiene of service delivery

- Outbound

Sales :

- Adherence to timelines

- Conversion of Leads into Sales

- Target achievement

General Management: People Management

1. Drive a performance-driven culture in the team by reviewing performance parameters and providing feedback to the team

2. Contribute to talent development by providing subordinates with adequate exposure and growth opportunities

3. Ensure periodic follow-up with the recruitment team to fill the vacant positions within stipulated time

- Improvement in team performance

- Adherence to timeline

- Quality of feedback