Rupeek – Head – Call Center (10-15 yrs)

Roles:

– To develop and update customer service policies and process as per the convenience of Sales and customers

– Manage multi-region opportunities by building and managing project specific sales team

– Manage and monitor the supervisors, team leaders, executives and sub agents to excel efficiency and drive sales

– Build and maintain a positive working environment that attracts and retains high quality staff

– Reviewing the Performance, identifying training needs to increase sales

– Tactical emphasis on Enhancing relationship value within deptt.

– Workforce Planning, maintaining service levels, Quality Management & Recruitment

– Drive sales/100 and align team towards company’s goal, build strategy for cross-selling & upselling with proper churning and usage of data

Skills:

– Expert in setting and managing contact centre and outsourced vendor

– People management skill i.e should have managed team of 250+ at least

– Involved in hiring and recruitment

– Driving outbound sales and generating revenues

– Planning, budgeting, and organizing sales program to achieve pre-defined goals

Persona:

– Enterprising leader with a strong record of contributions in streamlining customer operations, invigorating businesses, heightening productivity, systems & procedures, targeting assignments in Client Experience.