Centre Operational Sales :

- Increase client retention by ensuring customer needs are satisfied and are documented in order to assist the renewal game plan

- Actively up-sell, cross-sell to generate Customer Service -/VO-/ Meeting Room Revenue. Generate new leads by Blitz, Cold Calling.

- Provide active support to Centre sales function by showing office space, providing support to prospective client tours and meetings, promoting support to prospective client tours and meetings, promoting and marketing Centre products and services and referring leads when developed.

Team Management and development :

- Day to day management/supervision of the centre team members

- Direct workflow in centre by overseeing, prioritising and reviewing workflow and guidance to team members to meet deadlines and maximize efficiency including team rotation & allocation of duties

- Complete authorization forms for e-purchase orders for temp costs and actively participate within recruitment process as and when required.

- Oversee manpower planning including vacation approval for the centre team

- Provide training, supervision and development of centre team members on a daily basis in terms of client satisfaction, up-selling, and client complaint handling

- Conduct the induction training of newly recruited CDEs

- Conduct performance management and where necessary implement disciplinary procedures in line with HR procedures and as directed by Area Director, where team members perform below standards or where there are conduct issues

- Provide guidance, motivation & encourage teamwork of the Customer Service team members by holding team members accountable to goals, objectives and standards and communicating centre and individual performance on a regular basis.

- Prepare, document and coordinate regular team and one to one meeting with centre team

- Implement crisis management procedures, when required in absence of Business Head

Customer Service, Quality & Centre Standards and Presentation :

- Responsible for running the centre on a day to day basis, delivering high standards of customer service and achievement of budgeted targets

- Interface with clients in order to provide excellent customer service in a timely, efficient and professional manner

- Ensure client satisfaction by committing to the highest level of customer service and implementation of the 5 Customer Commitment Standards

- Complaint handling procedures are adhered to.

- Ensure the presentation of the centre and teams are in accordance with CE standards & policies

- Responsible for centre maintenance

- Comply with audit requirements on service level/products/ standards/facilities

Centre Administration :

- Ensure a professionally run front office according to CE Policy

- Ensure administration of centre finance and accounting systems and functions as well as centre month end closing including billing processing, debt control and reporting are completed in accordance with procedures.

- Manage cash collection process - Client invoicing/credit notes/ cash allocation/ bad debt clearance/ payment reminders and follow-up for the payment prior to the due date/ collecting ledger/ SOA from clients including collecting TDS certificates from clients

- Maintain Facility & IT/telecoms management within the business centre

- Audit month-end telecommunications billing to ensure all revenue is captured.

- Manage client move ins and move outs and changes

- Deal with all correspondence of clients as required

- Responsible for Maintaining relationships with third-party vendors including their payment follow-ups.

- Coordinate with Building Management for the upkeep of the common Area.

- Responsible for AMC Renewals of equipment etc.

Health & Safety/Crisis Management :

- Ensure Centre complies with Health and safety regulations

- Ensure Centre complies with crisis management regulations

- Ensure Centre complies with security policies and procedures

- Accountable for personal compliance with internal company policies, procedures and codes, for example, Team Member Handbook and all applicable external laws, regulations, standards and industry codes.

- Ensure that the first aiders are in place

- Initiate and participate in trial evacuations as required

- Demonstrate a commitment towards training and development requirements