AVP – Digital Marketing & Global Sales Process – ITeS/BPO (10-15 yrs)

Role : AVP- Digital Marketing & Global Sales Process ( ITeS / BPO)

Location : Gurgaon

Job Description :

– Seasoned BPO Sales experienced resource responsible for management and coordination of overall operations, SLA delivery across multiple LOBs.

– Solid understanding of contact center SLAs and calculation methodologies with analytical bent of mind

– P and L understanding & accountability.

– Client interaction- Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores.

– Manage conference calls/other communication such as WBR/MBR/QBR with the client and build a rapport with key client contacts.

– Supporting new business initiatives along with Transitioning support.

– Internal co-ordination with Projects and other teams within the org to meet SLA standards.

– Responsible for ensuring the infrastructure utilization is done keeping in view the business requirements/new process migrations.

– Ensuring cross functional teams are operating in line with the business needs

– Team Management and People Development : Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching/feedback wherever required, Support Learning and development initiatives, Coaching and counseling, staff motivation retention programs.

– Effectively implement rewards/recognition, appraisal & Incentive programs. Create cross-functional teams to encourage team building.

Qualifications/ Knowledge :

– Graduate/ Post Graduate with Minimum 7 years of team handling experience in a sales/contact center environment with 12+yrs over Exp

– Proficient English reading and writing skills

– Proficient in Microsoft Office applications

– Highly organized with a proven track record of delivering to deadlines

– Exceptional attention to detail and output oriented & work under pressure

– Ability to follow SOPs

– Problem solving skills

– Effective communication and analysis skills

– Preferred- Six Sigma/ Lean certification


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