CALL CENTRE MANAGER

A leading IT Solution company based in Chennai is looking for a Call Centre Manager to manage the day to day relationship with their Inbound & outbound sales team in India.

The Sales Performance Manager will be responsible for:
-Drive achievement of all commercial targets through utilising existing resource and team framework.
-Provide performance feedback and recommendations to operational stakeholders and the contact team on: Dialler Metrics, Conversion, Sales volume, CAC & Margin, DMC, Response rates, accept rate, quality score, Customer Satisfaction, Device and tariff mix, Coaching, Performance Management.
-Liaise with Operations to ensure effective Resource Planning, Dialler Management, Systems Administration, Quality and Compliance.
-Work with India contact centre team to deliver an effective call centre culture and environment to maximise staff satisfaction and effectiveness.
-Establish & communicate appropriate Daily, Weekly, Monthly, MI reporting.
-Take part in cross functional team activity in order to enhance the customer experience and improve the service we offer to each customer (as needed).
-Provide recommendations to all stakeholders on how to exceed budget.

The Sales Performance Manager will have the following key skills:
-Experience managing contact centre relationships/managing outsource vendors for sales
-Background in technology or a communications industry
-Proven background in an Outbound Telesales environment
-Experience managing virtual teams
-Must be highly Analytical with Problem solving skills
-Strong influencing and communications skills
-Must ensure all customer status are uploaded daily within the SLA time frame
-Must have excellent communication skills & be proactive to the team. The role will involve International travel and you will be expected and you will work on multiple projects.
-Education level should be Masters or above

If you feel you are suitable for this role please send your CV.

company: smart contracts LTD

Employment type: Permanent

Location: Tamil Nadu, Chennai, India

start date: ASAP

Salary: Market rates,(Australian dollar AUD)

Contact: KUNA

Please send Resumes(CV’s) as WORD .doc .docx .pdf .rtf .htm .html .wps .txt files only.