Title: Manager Inbound Sales Reports to: Sr. Manager - Operations Based at: Gurgaon Job Summary Manager will be responsible for the team s performance/metrics, manpower planning, defining reporting structure, managing and conducting day to day operational level activities. It also includes employee coaching and development, internal/external customer satisfaction focus, handling escalations and ensuring organizational effectiveness by providing leadership for the sales program. Job profile Managing AM s and their respective teams and responsible for the overall personnel, performance, and discipline of the assigned teams. Provide direction, support & supervision to the assigned team & ensure resolution to their daily problems Provide Coaching and counseling to his/her team members through data scrubbing and analysis. Identify Team s Training needs & organize refresher training sessions, periodic one o ones & career progression discussions for continuous improvement and employee development. Conduct confirmations and yearly appraisals for his/her respective alignment. Share daily/weekly/monthly reports with the team. Review & analyze team data as he/she would be held responsible/accountable for assigned teams and their productivity Deliver desired SLA s and meet/over achieve performance expectations as per defined scorecards Share regular process updates with the team members and drive the assigned team to deliver as expected and follow directions Manage the shift/queue as Duty Manager and monitor queue to provide desired productivity and effective call handling Maintain process quality and compliance guidelines, participate in regular call calibration sessions with quality and training teams and ensure the assigned team delivers the desired quality results & provides excellent customer experience to the client/customer. Participate in hiring and provide capacity planning/hiring feedback and forecasting Implement and act in accordance with the organization s information security policy Protect assets from unauthorized access, disclosure, modification destruction or interference Monitor and report any change in the behavioural pattern of the direct Report that may lead to a security risk Make the direct report aware of the information security policy and updates Report breach of security events or other security risks to the organization The employee is also expected to play the role of a change agent to help institutionalize Quality & Control across the Organization, constantly seeking, sharing & implementing best practices Keep a vigilant eye that right talent is hired as per process requirements. Ensure that the process training has been conducted successfully. Skills Required Should possess excellent communication & inter personal skills and should demonstrate ability to interact with people freely and fluently Should possess Good Leadership & Management skills Change Management & Analytical/Problem solving skills Quick decision maker and a fast learner Should be Multi tasking and a Go getter Organized and Team player Result Oriented & able to deliver within timelines Should have interest in Technology and possess basic Tech knowledge of computers, peripherals, Software etc Working Knowledge of latest tools like Microsoft Office etc. Certification like CCNA, MCSE, Bsc IT would be an added Advantage for Tech sales profile Minimum of 3-4 years in Deputy Manager/AM profile in tech sales process Call OR MAIL


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