Senior Manager - Customer Engagement - Call Centre

Sr. Manager-Customer Engagement

Responsibilities:

Vendor Management for following functions:

Contact Centre: Management of pre-sales and post-sales customer support (complaints, connectivity etc. ) for Jeep and Citron brands

Connectivity Support- Level 2 support coordination with local vendors/central teams

Online Sales Operations:

- Test Drive : Management of home test drive activities through outsourced agency across India e-Sales Advisors: Recruitment and management of Sales team that manages direct online sales

- Product Expert: Recruitment and management of Product Experts who clarify product queries of customers during pre-sales phase

- Vehicle readiness and registration: Manpower for managing vehicle PDI, registration at RTO

- Last Mile Delivery: Vehicle storage, permanent registration, customer delivery, HSRP, Fastag

Contact Centre Management:

Lead management:

- Thorough understanding of lead management process at Call centre and dealerships

- Work with media agency and call centre to derive maximum efficiency out of marketing campaigns(focussing on key metrics like first response TAT, manpower productivity, AHT etc.)

- Work closely with Sales team on lead management metrics, manage leads' flow and CEC processes to ensure dealers receive leads of optimum quality

- Recycling of leads data from CEC and dealers to optimize campaigns on an ongoing basis through media agency

- Identify processes requiring efficiency enhancement through IT development and work with IT team to drive such projects

Customer support:

- Complaints' management review

- Liaising with Software User Experience teams, L2 teams of vendors providing connectivity support

- Management reporting

- Social media complaints/query management

Contact Centre Operations: Managing SLAs:

- Productivity, abandon rate, pick up rate etc.; staffing, performance monitoring, quality checks, training needs, budgeting, PO issuance

Special projects:

- Managing feedback surveys, outbound campaigns as per business need

- Online Sales Operations

- Managing the Sales funnel of Direct Online Sales business with the team of Contact Centre, e-Sales Advisors and Stellantis Direct Sales team

- Ensuring effective test drive management to improve conversions

- Collaborating with Brand Marketing team to run dedicated marketing campaigns(digital and offline)

- Liaising with Sales Planning/Sales Distribution/Outbound Logistics teams for vehicle order management and timely vehicle dispatch from plant

Operational:

- Reporting and presentations to Management on periodic basis on contact centre performance and Online Sales Operations

- Work with Stellantis Region team(India Asia Pacific) and Global teams for projects' deployment and represent India market for respective steering committees/forums

- Work with counterparts from other areas of the business to continually improve the quality of customer support and overall customer experience delivered by contact centre

- Continuously improve processes to increase cost and time efficiency of Online Sales operations and consistently deliver better customer experience

- Work with IT teams on digital/IT requirements

Basic Qualifications

- Master's Degree preferred and 12-15 years' experience preferably in Contact Centre Operations/Sales Operations

- A solid understanding of lead management and experience in customer support processes

- Experience in managing multiple vendors for business operations

- Experience in presenting results, proposals and analysis to Top management

- Has a keen analytical understanding of social media, digital media & e- reputation, how to track business objectives and how to analyze data to craft narratives and reports

Skills required:

- Strong interpersonal skills, intercultural skills and experience a plus along with strong customer orientation.

- Strong prioritization and decision-making skills with proven ability to manage multiple priorities and projects with deadlines.

- Excellent project management capabilities to stay on top of detail, deliverables and anticipate and propose solutions to potential roadblocks to keep activities on track.

- Conflict Management

- Exceptional writing skills

- Strong verbal/presentation skills

- A strong team player