Call Center Manager

We're hiring for one of our clients.

Company Profile

We are a tech product and services company providing end to end digital solutions for customer acquisition, activation, engagement, retention and loyalty, having domain expertise in the travel and hospitality space.

Set up over 20 years ago, we have a pan India presence and a regional presence in Middle East and Africa. With our corporate office in New Delhi, we have a team strength of 500 plus people and bring a culture of innovation to deliver excellence. Our teams including Design, Tech, Digital, Support, Contact Centre’s provide a unique single window solution to our customers.

Our tech products are developed on world class platforms to include CRM on Salesforce and Heroku with all integrations managed through MuleSoft. Our digital delivery is on the Adobe stacks including Adobe Experience Manager, Analytics, Target and Adobe Campaign with Mobile Apps developed on Ionic hybrid platform. Our Contact Centre’s are integrated with voice, chat, WhatsApp, FB Messenger, Email, Social, Web and SMS.

Designation: Call Center Manager - Outbound Sales

Job Location: Jasola District Center, New Delhi

Key Responsibilities:
• Focus on the Outbound Sales Process to manage lead conversion.
• Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
• Establish a high standard for productivity, quality, customer service as well as define user guidelines.
• Develop company systems for customer interaction and voice response and control the implementation process.
• Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
• Aid human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.
• Summarize, collect and analyze call center trends and data for regular performance reports.
• Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
• Manage daily activities of 10 to 15 phone agents, ensuring that all individual telemarketer sales goals and company sales goals are achieved.
• Implement and manage telephone sales campaign plan and create sales goals for staff based on overall revenue goals and trend.

Desired Profile:
• 10-12 years of Call Center Experience in Outbound Sales Process.
• Strong understanding of Outbound Call Center (Sales).
• Excellent communication and presentation skills.
• Provided professional development opportunities and mentor team members to ensure consistent success in meeting and exceeding aggressive sales goals.
• Must have worked on good CRM(s) and Dailer(s).
• Hands-on experience with Salesforce is an added benefit.
• Should be good at people management and have an organized process