Outbound Sales/Voice Operations Manager - Intl. BPO

SUMMARY:
Outbound Sales/Voice Operations Manager - Intl. BPO

POSITION INFO:

Basic Function
Drive overall performance and manage outbound cold calling sales for a UK Insurance voice processes Life Insurance Business. Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and lead process meetings / calls. In addition to sales per hour, call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Sales & attrition management will be a prime deliverable. In addition to service levels, Sales, People, Process and Client Management will be a prime deliverable.

Performance parameters
 Sales per hour at a process level
 Employee Satisfaction, people development and morale.
 Process performance – as per KSFs over the month.
 Attrition within target levels.
 Improvement in quality and productivity.
 Customer Satisfaction.
Any other essential function that may occur from time to time as directed by the Supervisor

Role/Responsibility
 Manage teams and ensure quality and productivity targets are met
 Develop strategies on the floor for reducing attrition and improving employee satisfaction
 Documented monthly performance review of Assistant Managers
 Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them
 Mentor Agents and TLs for their growth and development
 Drive reward and recognition activity on the floor.
 Drive process improvement activity on the floor using Process Excellence methodology.
 Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
 Stay in touch with the Client at the Process Owner level on regular basis to review progress.
Ensure compliance with internal policies and procedures, external regulations and information security standards.

Competencies & Skills
 Prior Sales Experience preferably International Outbound Cold Calling Sales
 People management and leadership skills.
 Capability to conduct an appraisal discussion Capability to communicate with large teams.
 Appreciation of the domain needs of the process and its key drivers.
 Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
 Good Client facing skills.

Values & Behaviour
 Sales Mindset, determined, resilient, perseverant and persistent
 Customer Service Orientation.
 Quality Orientation.
 People oriented

Education Requirements
Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.

Work Experience Requirements
Overall 5 years of work experience in Business Process Off-shoring. Should have at least 3 years of supervisory experience in insurance business, preferably in the UK.

 

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