Wishbook - Telesales/Support Manager (4-6 yrs)
The aim of this is to lead & manage the telephonic & support team to ensure best utilization & adoption of the Wishbook app. Specific roles include:
1. Handle key customer accounts & customer calls, including ensuring they are using the Wishbook mobile or web application. This may sometimes require talking to / visiting them.
2. Handle a support / tele-calling team of people taking inbound & outbound calls, chats, enquiries & orders.
3. Define the individual team member KRAs & push each team member in giving best results for these KRAs.
4. Take ownership of App usage, active users, logins & orders - and then ambitiously push the team to deliver these numbers.
5. Constantly interfacing with the field BD & product / tech teams to handle / communicate / resolve issues coming from customers promptly.
6. Constantly listen to & monitor team calls, hire & train them - to ensure the call / activity quality is maintained.
7. Handle all the operations related to order processing, followup etc.
Required Background:
1. Atleast 4 years of experience in handling Customer facing back office support role, including managing a team. BPO / call center experience is esp preferred.
2. Strong analytical & problem skills.
3. Strong internal & external communication skills in Hindi & English.
4. High level of self-motivation to take up the KRAs & push them.
5. Ability to analyse data in Excel, and have tough conversations with the team to push them.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
