Talent Acquisition Executive at Hiyamee Pvt Ltd
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Senior Centre Manager - Sales - BPO (4-11 yrs)
Job Description :
1) Selection, development and evaluation of personnel (CCE) to ensure efficient service
2) Ensure quality service and operational performance meet the parameters of program
3) Analyze calls performed and operation processes carried out by CCE and identify opportunities for service delivery improvements
4) Oversee and ensure program training needs, including product knowledge, proper language communication training and support of overall service requirements
5) Exercise judgement within defined procedures and policies to determine appropriate correction steps
6) Frequently present, subordinate supervisors and functional peer groups, data analysis of lead management (from conversion to support)
7) Provide direct supervision to CCE to help enhance the quality of call, meet targets and resolve problems
8) Ensuring resources are properly allocated by preparing reports and analyzing data, to improve processes and maximize efficiency
9 Developing and ensuring metrics like Sales per agent, Revenue per successful call, Average handle time, Lead generation to call TAT, are in alignment with business targets
10) Ensure that CCE have clear goals and objectives, expectations and measures of success of tasks allocated to them and monitor process of work towards completion and provide feedback, both positive and corrective
