AVP – Digital Ad Sales Operations – BPO (11-16 yrs)
Role : AVP – Digital AdSales Operations ( International BPO)
Location : Gurgaon
Functional Experience :
At least 10+ years in the Service Industry, managing Contact Center operations (Voice+ Non-Voice) and Large Teams in excess of 300+ people. The incumbent should have experience in Client Management, SLA Management, Transformation Projects, Transitions and P&L Responsibilities, should have experience in managing Operations covering Sales cycle from Lead Generation to Acquisition, Onboarding and Account management in the digital AdSales space managing Digital Customer Experience and Quarterly Sales Targets.
Education / Qualification : Graduate / Post Graduate in Management
Scope of Work / Area of Influence : Independently managing Client Relationship and ensuring process deliverables are met.
Key Accountabilities :
– Ensuring 100% Sales target are met Quarter on Quarter
– Managing P&L
– Consultative Approach to drive transformation in the client business processes
– Customer Experience Management (NPS/CSat)
– Managing performance of team and driving them
– Client & Account Management
– SLA/ KPI Management
– People Management
Job Responsibilities :
– Hiring, Retain and development of best talent in the industry
– Ensure implementation and continuous improvement of quality systems/procedures
– Strategize and implement Continuous Improvement in the existing client’s business Processes.
– Maintaining 100% customer satisfaction Index
– Should have the ability to view one’s own functional area in the wider context of the Client and the company
– Is able to set targets and develop courses of action to achieve the target for self and team members
– Deliver Revenue and Margin goals QoQ/ YoY
Personal Attributes :
– Excellent Communication Skills (Written & Verbal)
– Excellent Presentation Skills/ Sound knowledge of MS office
– Excellent Leadership & Man Management & Decision-Making skills
– Strong Customer Focus & Good knowledge of the industry
– Self-Starter with high energy level and ability to handle diverse work pressure and stress
– GB/ BB certification will be an added advantage
