Job Description
Profile: Contact Center Manager (Sales Process)
Sector: Insurance
Location: Work from Office Only - Bgl (Domlur)
Experience: 8 - 12 yrs.
Salary: Up to 14 lacs CTC + Incentives
Shift Details: 10.00 am to 7.00 pm; 6 days working, 1 Rotational Week Off
Requirements
• Must have managed a team of AM/DM and TL of Outbound sales/Telesales
• Should have managed a span of 80 - 100 headcount
• Should be comfortable with doing field visits
• Experience only in Telesales/Outbound sales to be considered
• Ability to handle sales pressure
• Very good finance and accounting skills
• Problem solving, analytical bent of mind
• Excellent verbal and written communications skills
• Strong external and management reporting skills
• Action Oriented, Integrity and Trust, Perseverance
• Command Skills, Problem Solving, Drive for results, standing along and Directing Others
Description
• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
• Establish & Manage Relationships / Engagement with the Clients.
• Oversight of team – organizes resources, sets goals, call out strategy from Executives and client on a day to day basis, reporting responsibilities
• Managing day to day Sales targets (B2C Sales)
• Responsible for following agreed governance model, escalation & communication plan
• To ensure team members achieve agreed standards in relation to their job assignments.
• To ensure training of new staff on the corporate policy rules to be adhered to
• To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
• To monitor and document work schedule of staff and absences.
• Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
• Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates
• Ensure that all audit related issues are brought to a close
• Identify and drive continuous improvements and initiatives in process
• Coach & mentor Team lead so that they can manage their teams better
• Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
• To ensure that all internal customer queries are followed up on a timely basis
• Collaborate with internal teams.
• To be the Key contact for all problems and queries with specific business assigned.
• Take on special projects as per business need
Desired Skills
• Proficiency in team management skills to hold meetings and conduct performance reviews to help employees meet Performance Targets
• Proficiency in employee development to assist employees in meeting the Performance Targets through Hiring, Coaching & Mentoring
• Insurance (Health/Life/Travel) Sales
• Ability to calibrate employee performance to the Performance Targets through monitoring and Coaching
• Ability to communicate and resolve issues that affect Performance Criteria
• Ability to share operational improvement and take action with other teams
• Ability to manage projects to improve employee performance
• Ability to lead employees on their team to performance of the Performance Criteria
Benefits
• Endless growth opportunities
• GMC- Group medical coverage
• Gratuity is paid as per applicable law which is over and above total offered CTC
Sector: Insurance
Location: Work from Office Only - Bgl (Domlur)
Experience: 8 - 12 yrs.
Salary: Up to 14 lacs CTC + Incentives
Shift Details: 10.00 am to 7.00 pm; 6 days working, 1 Rotational Week Off
Requirements
• Must have managed a team of AM/DM and TL of Outbound sales/Telesales
• Should have managed a span of 80 - 100 headcount
• Should be comfortable with doing field visits
• Experience only in Telesales/Outbound sales to be considered
• Ability to handle sales pressure
• Very good finance and accounting skills
• Problem solving, analytical bent of mind
• Excellent verbal and written communications skills
• Strong external and management reporting skills
• Action Oriented, Integrity and Trust, Perseverance
• Command Skills, Problem Solving, Drive for results, standing along and Directing Others
Description
• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
• Establish & Manage Relationships / Engagement with the Clients.
• Oversight of team – organizes resources, sets goals, call out strategy from Executives and client on a day to day basis, reporting responsibilities
• Managing day to day Sales targets (B2C Sales)
• Responsible for following agreed governance model, escalation & communication plan
• To ensure team members achieve agreed standards in relation to their job assignments.
• To ensure training of new staff on the corporate policy rules to be adhered to
• To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
• To monitor and document work schedule of staff and absences.
• Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
• Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates
• Ensure that all audit related issues are brought to a close
• Identify and drive continuous improvements and initiatives in process
• Coach & mentor Team lead so that they can manage their teams better
• Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
• To ensure that all internal customer queries are followed up on a timely basis
• Collaborate with internal teams.
• To be the Key contact for all problems and queries with specific business assigned.
• Take on special projects as per business need
Desired Skills
• Proficiency in team management skills to hold meetings and conduct performance reviews to help employees meet Performance Targets
• Proficiency in employee development to assist employees in meeting the Performance Targets through Hiring, Coaching & Mentoring
• Insurance (Health/Life/Travel) Sales
• Ability to calibrate employee performance to the Performance Targets through monitoring and Coaching
• Ability to communicate and resolve issues that affect Performance Criteria
• Ability to share operational improvement and take action with other teams
• Ability to manage projects to improve employee performance
• Ability to lead employees on their team to performance of the Performance Criteria
Benefits
• Endless growth opportunities
• GMC- Group medical coverage
• Gratuity is paid as per applicable law which is over and above total offered CTC
💡 Quick Summary
Seeking a career-building opportunity? The Bgl | BPO | Contact Center Manager |Sales position is now open for candidates interested in the BPO Jobs sector. This role in Bangalore offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.