Job Description

What you will do in this role :

- Develop a deep understanding of consumer segments across communities, to uniquely represent and address the specific needs of each Select member.

- Leverage customer insight to remodel & streamline the service process to dramatically increase matchmaking success and customer satisfaction.

- Ensure that team members are adequately trained and readied to deliver an empathetic personalized service, as a trusted advisor to the family.

- Envision and implement technology solutions & enhancements to maximize the quality of service delivered and minimize wasteful productivity losses of the team.

- Plan for rapid expansion in staff, in line with exploding Select membership sales, while ensuring the highest level of service quality is maintained.

- Managing closed loop process flows for escalation management to ensure that even unsatisfied customers are delivered an experience that we can be proud of.

What you should have :

- 7 years of relevant experience with 5 years in Telesales team management, preferably in Internet industry.

- Exposure to value & volume selling is a must.

- Good Understanding of Quality metrics and process improvements.

- Drive performance management by applying and implementing best in class performance metrics.

- Bachelor\'s Degree.

Brownie Points :

- MBA.

- Well-networked with ability to connect with peers and identify market benchmarks and trends.

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