Acko
Location
Bangalore | India
Job description
Job Description
About the role:
. Monitoring and achieving team sales conversion targets
. Customer first approach, escalation management, should work towards improving customer
experience by highlighting customers pain points and drive initiatives to streamline processes
reducing escalations.
. Forecast & Manpower planning based on business needs, lead projects to drive efficiency and
improve customer experience.
. Ability to handle and manage vendor partner who might support in the call center environment
. Supervise operations team to ensure operational excellence and excellent customer services.
. Educate operations team on best practices, company policies and service excellence
standards.
. Conduct effective resource planning to maximize the productivity of resources (people,
technology, etc.)
. Collect and analyze call-center statistics (costs, sales conversion metrics, etc.)
. Assume responsibility of budgeting and tracking expenses
. Develop and maintain operational guidelines for staff.
. Oversee operational cost, risk and audit activities.
. Determine staffing requirements, work assignment and schedules for new projects.
Job Requirement
Requirements:
. Outstanding communication and interpersonal skills.
. Should hold a graduation degree with a proven experience in handling Sales processes
. Understanding of end to end BPO Tele Sales
. Has experience in Vendor Partnership Management
. Proficient in MS Office and call center equipment/software programs.
. Solid understanding of reporting and budgeting procedures.
. Experience in basic financial analysis (cost-effectiveness, cost-benefit etc).
. Excellent organizational and leadership skills with a problem-solving ability.
. Ability to manage and communicate with stakeholders
Job tags
Salary
