Unacademy - Director - Sales Operations

The ideal candidate will possess an analytical and optimization background to enable strategic workforce planning and strategic service initiatives planning. In this role you will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

Responsibilities:

- Interpret and improve MIS's and forecasting models by working with technology/data teams on data collection, data analysis and statistical tools

- Look after optimal functioning of all Systems used like CRM, Dialer and other tools.

- Constantly evaluate and introduce new tools to improve Sales Effectiveness and Customer Experience.

- Create optimal capacity plans for Sales Teams.

- Operations - Coordinate with Sales teams and other stakeholders to analyze historical data and demand forecasts and build out headcount planning models for future growth

- Mitigate capacity risks by managing dependencies across teams

- Manage the daily, weekly, and monthly reporting of performance via Key Performance Indicators

- Help manage Investigation and contact routing, monitoring systems and providing recommended workflow options and directives to maintain acceptable service levels

- Project management skills are required for success in this role

Basic Qualifications & Skills:

- Graduate / MBA having 10+ years of overall experience and currently working in a similar capacity of managing Revenue Operations for Large sales teams.

- Currently working at senior levels driving WFM (Workforce Planning), telephony and Business Operations.

- Demonstrated analytical skills.

- Experience in working with complex models using various tools for optimization and then communicating plans or risks accordingly

- Demonstrated ability to meet tight deadlines and prioritize workloads

- Proven ability to develop new ideas and creative solutions

- Operational experience in a high call volume environment

- Basic/Working knowledge of Six Sigma tools and Lean techniques

- Previous Capacity Planning experience as well as business intelligence and analytics

- Experience in driving automation projects

- High level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment

- Proactive self-starter