Urgent opening for Assistant Manager - Sales Champion for International BPO

Skills : Corporate Sales, Business Development, International BPO Sales

Location : Hyderabad

Industry : Preferred from BPO Only

Objective : To ensure that Customer Satisfaction is maintained as the primary objective of the contact center operations, the Cox Behavior Ambassador will be dedicated to keeping Customer Satisfaction - top of mind- with every level of the contact center operation, fostering a pleasant tone on the production floor to ensure the Cox behaviors are consistently demonstrated on each customer interaction. Reward excellence and coach opportunities at every level in the contact center operation.

Key Tasks: 

- Understand The Cox Behaviors and consistently demonstrate them with customers. 

- Strengthen skills to effectively coach employees to demonstrate and support them in their goals.

 - Enable the success of The Cox Behaviors by encouraging participation and suggesting resources to employees and by providing feedback for ongoing improvement to leadership. 

- Maintain a positive atmosphere on the floor through planned employee engagement activities each month. 

 - Develop and drive recognition and incentive opportunities that highlight the prominence of Customer Satisfaction metrics. 

 - Coordinate with Client personnel to review and implement activities related to performance against the Customer Satisfaction metrics. 

 - Review all metric driven initiatives and ensure they incorporate a balanced message maintaining the prominence of the Customer Satisfaction metrics. 

 - Partner with the QA team to identify opportunities and excellence in Agent level performance.

 - Partner with the Team Managers to review, help develop and deliver effective coaching around tone and friendliness.

 - Partner with the training organization to emphasize the prominence of the Customer Satisfaction metrics, including conducting a presentation to each new hire class.

 - Lead VOC Huddles to highlight excellence and opportunities around the Customer Satisfaction metrics. 

 - Participate in all internal and client-facing metric review meetings internal to address 

- Customer Satisfaction performance and actions planned to drive/maintain performance.

Key Skills for the Successful Candidate :

- An outgoing personality that is comfortable in front of groups and individuals at all levels in the organization. 

 - Passionate about results and able to communicate where opportunities exist in a productive and positive manner. 

 - Ability to utilize data to identify trends, opportunities, and best practices.

 - Ability to teach techniques and skills to staff. Knowledgeable of best practices on how to deliver messages to customers that may be frustrated.

Contact : 9289350469

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