Cult.fit - Assistant Manager - Telesales (4-6 yrs)
Asst. Manager - Tele Sales
Job Title : Assistant Manager - Business Operations
Team : Assisted Sales
Reporting to : Operations Lead, Assisted Sales
Job Description :
Handling daily operations :
- Making sure that the correct procedures are followed and routinely giving directions.
- Supporting team members for any escalations to ensure adequate resolution.
- Understand all the products, services, procedures and guidelines in depth and communicate same to all team members
- Leading the team on corrective actions derived from daily data analysis with minimal supervision from Ops Lead
Team Management :
- Independently lead team of 60-70 consultants with support of 4-5 TLs
- Setting of daily targets for the team in order to achieve weekly/monthly target
- Fostering a healthy culture and high level of discipline in the team
- Motivating the team to work in an efficient manner and helping them to cover up any loopholes
- Training of agents to ensure better customer satisfaction and better call quality.
- Evaluating performance of the team members on daily basis and sharing regular feedback
- Monitor calls to ensure that due procedures and quality standards are strictly adhered to.
Customer Focus :
- Achieving the assigned target for sales and conversion and following all SOP's
- Ensure that customers are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
- Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members
- Working on recruitment of consultants, team management, team coaching, team handling, atc.
Data Analysis & Insights :
- Creating informative data cuts to give business direction to the team
- Highly data oriented and possess proactive approach to taking corrective measures with minimal supervision
Behaviors :
- Minimum Qualification; Graduation/PG
- Experience of 4+ years into team management.
- Should have sound knowledge of Tele sales and Chat process' metrics
- Go getter attitude with extremely high level of curiosity to find out 'how's' of business
- Ability to learn about products and services and describe/explain them to the prospects
- Ability to build rapport and trusting relationships
- Clear communication and active listening skills
- Ability to adapt to changing environment and openness to learn
- Ability to multitask and organize activities based on priority
Rounds :
- Round 1; Screening by Talent Acquisition Team
- Round 2 ; Resume screening by Ops Lead
- Round 3 ; Interaction with Ops Lead
- Round 4 ; Presentation with the Panel
- Round 5 ; HR Round
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