Policybazaar - Manager - B2C Sales

Description : About the job :

We are looking for an operations manager for our contact center to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness

Your contribution in PBs journey

• 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
• Managing day to day Sales targets (B2C Sales)
• Responsible for following agreed governance model, escalation & communication plan
• 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
• 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 are able to 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.

Your knowledge & expertise that we need :

(ref : iimjobs.com)