Contact Center Manager - Outbound Operations
Pehla Media Entertainment
Total years of experience :11 years, 7 Months
Manage change within the contact center operations
Manage the center’s real-time responsiveness
Ensure Call Center targets are met
Oversee the training and development of supporting positions in the call center
Conduct team performance review and administer rewards
Oversee recruitment, hiring and training process
Create and maintain an environment that encourages input from subordinates
Improving performance by raising efficiency and providing guidance to his subordinates
Act as liaison between general manager contact center and Support function/departments
CED review and analysis
Manage queue performance of UAE and KSA Teams
Review queue reports and manage / distribute data effectively
Ensure outbound targets are met and a healthy renewal rate is maintained
Highlight and try to resolve any issues which cause a drop in retention
Create the sales report and forward to finance for commission distribution
Supervising all distributors in the Middle East, North Africa and Europe dealing with Pehla / Firstnet / ART.
Guiding, recruiting, training & motivating the distributor support team.
Ensuring that all the distributor’s activities are compliant to the company’s policy.
Assisting in chalking out and implementing policies and procedures
Providing assistance to dealers by conducting training programs; ensuring seamless delivery of quality products & services in the market.
Carrying out distributor performance analysis on a daily / monthly / weekly basis against targets.
Encouraging the dealers on their retention and sales target & co ordinating with various departments on dealer requirements such as marketing, logistics, etc.
Enhancing customer satisfaction matrices through on-time delivery of products & monitoring customer complaints.
Building and maintaining healthy business relations, ensuring maximum customer satisfaction.
Handling inter-departmental co-ordination on various projects.
Managing the department in the absence of Distributor Support Manager.
Proposing and improvising the processes within department and the organization.
Updating the official web about the distributor details on a monthly basis.
Formulating and collating reports on distributor activities in various regions.
Handling the complaints & supporting dealers in ongoing sales and marketing campaigns.
BACHELOR OF COMMERCE