Contact Center Manager
Bhatia Brothers FZE
Total des années d'expérience :13 years, 6 Mois
Handle Telesales for Consumer (FMCG & Electronics), Engineering, Hardware, Auto, Packaging & Services Vertical.
Implement effective B2B Tele-Calling strategy & Generate Leads for the sales teams across all SBU’s.
Develop, Establish, Execute & Monitor telesales plans to ensure sustained performance & growth of all business units.
Support business units with telesales strategies to reach target customers / markets.
Handle and monitor web enquires received from our E-commerce portal from enquiry to order conversion cycle.
Receive & Evaluate market / customer feedback on our business initiatives to ensure that they are aligned and upgraded with the changing needs of the market & customers.
Develop Standard Operating Manual for telesales, customer services and CRM, ensuring policies and procedures are properly documented & implemented.
Work closely with the Business Unit Heads in understanding their products & services with a view to support them in achieving their key objectives of enhanced customer satisfaction & sustained profits.
Close co-ordination with all Business Heads in developing and establishing excellent customer service levels across all areas of business operations on a regular basis.
Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
Devise a standard system in the organization, to Receive, Collate, Analyze, Share & Monitor data on customer relation & satisfaction.
Design & Deliver training programs to maintain high standards of Sales & Service to all customers by the business units.
Guarantee & Ensure esteem customer service quality by effective communication between contact center and internal teams to ensure the customer satisfaction.
Oversee the generation of regular CRM reports to provide insight & analysis for company's business direction & expansion.
Recording statistics, measuring the performance levels of the contact center and preparing reports.
To lead and manage a team within the Contact Centre.
Lead the CRM forum within the company, comprising of all CRM personnel.
Supervise and evaluate performance of subordinates, ensure they are adequately trained to carry out their responsibilities, motivate and maintain morale, provide direction, resolve problems and develop the teams to maximize results, in line with, and to exceed company expectations.
To create JD’s and source candidates for recruiting Contact Centre staff.
Set targets and KPI’s regularly to measure performance of staff
Setting up system for managing Voice Based Call's Call Quality Monitoring Scheduling and conducting Client review meetings at regular intervals Setting Up Escalation Matrix Voice and Soft Skills Training CRM Reports for Daily Client wise Support Ticket status, Resolutions & TA time