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Tier-1 brand, mid-level generalist contact-center role in metro with common skillset increases competition.
Requires contact-center and sales operations experience, moderately limiting cross-industry transferability.
Explicit 3–6 years plus required team-handling and contact-center domain experience tightens shortlisting.
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Manage day-to-day floor operations of the Service-to-Sales team including attendance, productivity, discipline, and process adherence.
Drive key productivity and sales metrics such as occupancy, talk time, ACW, conversion rates through coaching and performance monitoring for a team of 15-25 CREs.
Prepare and present regular performance reports, ensure compliance, and coordinate with stakeholders to implement strategic initiatives.
3–6 years of experience in Contact Center, Insurance, Banking, Telesales, or Service-to-Sales operations with minimum 1–2 years team handling experience.
Graduate degree mandatory, MBA preferred.
Proficient in data analysis, MS Excel & PowerPoint, performance management, and sales coaching.
Work location: Thane, Maharashtra, India; Shift timing: 9:00 AM to 8:00 PM, including two Saturdays working every month.
Experienced in managing moderate-sized teams (15-25) in service-to-sales or telesales contact center environments with focus on productivity metrics.
Strong operational focus on daily floor management with ability to drive measurable improvements in occupancy, ACW, talk time, and sales conversions.
Skilled in stakeholder coordination and reporting with capability to ensure compliance and lead strategic execution under a Unit Head.