Job openings for operation manager in navi mumbai

Roles & Responsibilities:
 Lead the Upselling team, inspiring, equipping, and supporting them to achieve the
company’s lead convention, upgrade and upsell targets.
 Implementation and delivery of upsell program and other customer-related technology in-
store, working closely with Ops lead in order to meet the required Customer retention and
PAR KPIs.
 Conduct effective resource planning to maximize the productivity of resources i.e. both
people and technology.
 Structure Upselling campaigns by organizing leads, products, and staffing to maximize
conversion rates, revenue and margin.
 Design and continually improve sales pitches, closing techniques, and objection-handling.
 Own the Upselling budget, staffing and processes to maximize performance in a cost-
effective way.
 Ensure proper policies, process and quality controls are in place and adhered too.
 Ensure the team maintains high quality standards, providing complete and accurate
information, following correct processes, and adhering to consumer protection principles in
every sale.
 Responsible for workforce management i.e. collaborate with the HR department in hiring
top quality talent and ensuring that the teams are motivated and engaged.
 Development of team through coaching, mentoring, and launching learning and
development initiatives.
 Uphold data governance standards and ensure data is captured consistently and
appropriately across different touch points and channels.
 Responsible for designing, tracking and reporting of call-centre analytical based statistics (i.e.
sales rates, costs, and customer service metrics) daily, weekly and monthly.
 Collaborate with different cross functional teams in order to achieve business objectives.
 Conduct daily team meetings, pre and/or post shift and train, coach, and mentor associates
per process requirements.
 Conduct constant 1:1 meetings with associates to provide feedback and motivation.

KPI
 Cost Optimization
 Achieve Lead Convention Targets