Job Description

Senior Operations Manager(Telecaller Team)

We have an urgent opening for Senior Operations Manager(Telecaller Team) at ImpactGuru.com
Job Responsibilities:

- Drive and manage the telesales function

- Will be responsible for managing the team and handling Outbound calls..

- Follow up on the leads and convert them to sales and closely track for closure of deals

- Plan and discuss revenue & and sales strategies.

- Manage the day-to-day performance of the Tele Calling unit to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.

- Must come from an Insurance background, health would be preferred, should have handled 100 +FTE

- Should have worked on or more Dialer and from Outbound Sales only

- Set the strategy for the development of the unit, staying abreast of new practices and technologies, and ensuring that we gain and maintain recognition for the quality of customer service.

- Lead, inspire, and co-ordinate the unit at all levels to create motivated and engaged environment.

- Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of the unit

- Reviewing and defining clearly all roles, any required shift and candidate profiles required across the Tele unit operation

- Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.

- Act as the Voice of the Customer, championing change and improvements across the customer experience, driving change and influencing future change/projects to support and improve customer experience.

- Deliver cost efficiencies and increased Customer base.

- Conduct performance evaluations that are timely and constructive.

- Collaborate with the business head to establish sales goals and to develop scripts for use by telemarketing team.

- Monitor and review phone calls to ensure quality service and compliance with applicable policies and best practices.

- Measure team performance; communicate goals and quotas to team; and encourage and motivate Call center team as they work toward reaching their goals.

- Maintains and improves call center operations by monitoring system performance and identifying and resolving problems

- Understanding and implementation of technology, software applications, and phone and computer systems

Professional Experiences:

- Minimum of 5-year experience

- Prior experience in handling a telesales team & in insurance or Health industry

- Experience with telemarketing, advanced managerial skills, and the ability to multitask.

- Excellent understanding of technology, software applications, and phone and computer systems

- Able to provide strong guidance and assistance to the team

- Strong experience of Excel

Functional & Behavioral Competencies:

- Strong analytical and problem-solving skills.

- Multiple stakeholder management

- Growth and aggressive delivery, targets-oriented mind-set

- Entrepreneurial mind-set

- Ability to deliver in high pace environment

- Ability to write and present reports

- Strong organizational skills.

- Excellent communication

- Dynamic personality

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