Job Description

Role: Manager

Experience : 7 + years

Location : Bangalore

Education : Graduate

Roles & Responsibilities:

• Should deliver the KPI as required and maintain self KPI like Quality, Attrition, Shrinkage and roaster management.
• Should manage and motivate a quality team with good product and process knowledge
• Manage the Sales process
• Ensure that achieving Quality target based on the business requirement.
• Ensure agents are delivering individual targets and KPI by having team meetings on a regular basis with direct reports.
• Manage absentee & attrition control at all level in team.
• Ensuring respective KRA’s in terms of Login hours, Productivity, AHT and monitor
• Conducting review on daily /weekly & monthly basis and share the feedback
• Ensure target set to an Individual for Achieving KRA and MTD kept amount target from the month to date and train operators to meet all individual KRA’s.
• Ensure actions are taken and monitored on personnel and payroll issues.
• Manage by fixing productivity parameters for collection Agents, monitoring performance against set parameters and Weekly review with the executives.
• Responsible for smooth flow of process relating to Telesales.
• Prepare and publish report on daily basis the team performance.

Skillsets :

• Excellent communication skills, high motivational level & achievement oriented.
• Negotiation Skills and driving results in a high-performance environment.
• Demonstrated ability to lead from the front.
• Strong Leadership Skills, Clarity of thought and perseverance.
• Working knowledge of computers, Excel, data management end-end.

Key Responsibilities:

• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Motivate team members
• Discover training needs and provide coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Encourage creativity and risk-taking
• Suggest and organize team building activities