Vakil Search - Sales Operations/Call Centre Operations Role

The key responsibilities are to improve workflows, remove roadblocks, and promote efficiencies in the sales process.

Responsibilities and Accountabilities:

- Preparing the action plan for achieving the sales targets.

- Should be responsible for complete sales operations which include strategizing, forming and implementing plans to improve sales through improving customer experience, mitigating training and recruitment needs, identifying gaps (people, process and technology related) and work towards fixing them.

- Handling complete outbound voice operations, inbound voice operations, Tele sales & Inside sales.

- Overhauling the training and quality audit process.

- Maintain Service Levels, Quality score, Training, CSAT, Sales, Hiring and attrition management, Profit & Loss and collections.

- Building Playbooks & Building Scripts. Preparing the scripts for the Tele sales and Inside sales process along with refinement.

- Leading, mentoring and monitoring the performance of team members to ensure efficiency in process and quality operations and meeting of individual and group targets.

- Generating & presenting various Daily/weekly/monthly MIS reports pertaining to process/productivity.

III Skill Set & Personality Traits required:

- Should have strong experience in Sales Operations, should be numbers-driven.

- Must have handled entire Call Centre Operations from resource planning, budgeting, MIS reporting, QA, client/stakeholder engagements in coordination with internal/external departments.

- Should have been expertise in managing a contact center with telesales, outbound voice operations, inbound voice operations, emails channel and web chat services.

- Proven experience in all three channels of communication of Chat, Emails and Phones.

- Strong in overall operation management (both captive and out-sourced environments) and experienced in implementing innovative ideas for improvement.

- Having hands-on experience in process re-engineering by applying Six Sigma methodology will be an added advantage.

- Dynamic and energetic individual with excellent people management skills.

- Ready to take up challenging tasks with a go-getter attitude.

- Excellent communication and good presentation skills.

Preference will be given to candidates with Call Centre/BPO Experience.