Leading Sales & CS Team:
• Managing Sales Team to maximize their productivity to meet established goals and Daily Sales target.
• Prioritize efforts of Sales Team to ensure all Ready & Pendency orders are processed timely to meet service expectations.
• Coordination with Outsource Sales team to ensure maximum productivity.
• Ensures that the Inbound customer service team uses proper telephone etiquette and techniques to answer customer calls in a timely, polite and professional manner.
• Responsible for recruitment and selection of new hires within the department.
• Conducting Coaching & Counseling sessions on Fatal & Non Fatal errors to minimize error ratio.
• Establish performance goals and conduct regular one-on-one meeting and annual performance reviews.
• Training of new hires and conducting motivational trainings.
• Weekly and Monthly Sales reporting with deep sales analysis to CEO and GM.

Leading Complaints Unit:
• Ensure all customer issues are resolved in an appropriate and timely manner within company guidelines and given Turnaround Time.
• To provide detailed summaries of complaints issues for operational meetings.
• Coordinate with High Profile Clients and taking high level follow up till the case gets resolved.
• Summarizing any additional actions required, advising customers when they can expect a final response, drafting and sending out correspondence.
• Taking Refund and Product replacement decisions as per SOPs.
• Facilitation of complaint resolution meetings with GM and Product Development Manager.

Leading Logistics Management:
 Establish meetings with Courier Companies to discuss various Return reasons and take utmost measures to reduce Returns.
• To ensure Return ratio is maintained as per SOP.
• Monitoring and reconciling of Daily dispatched orders.
• Monitoring of Logistics tracking and ensure consignments are getting delivered in given TAT of Courier Companies.
• Monitoring all Logistics related Email coordination with Debriefing Departments of TCS, LCS and Blue-Ex courier Services.
Execution of Pick up Requests from various customers.

•Monthly, Quarterly and Annual planning, reviews and audits.
•Provide support for managerial decision making
•Resource Growth Planning
•Evaluate Marketing Channel efficiency.
•Industry wise buyer influx project management.
•New Leads assignments to Service Delivery associates.
•Product optimization & Inquiry QA.
•Sales Quality Assurance.
•Lead Funnel & CRM compliance management.

1. Responsible to monitor all sorts of communication over all the mediums i.e. Phone / Chat /Email and provide appropriate feedback to the Team Coordinator on timely basis.
2. Worked on Sales Verifications, Sales Agent Audit and Payment Transfer’s Audit via bank to bank and Third Party Merchant
3. Risk Management: pointing out the risk factors which lead towards Chargeback and make sure it’s maintained as per given guidelines.

1. Coordinating with different units to receive evaluated calls as per defined measures.
2. Check the performance and effectiveness of all units.
3. Evaluating calls of Phone bankers on the QA grading sheet and sharing feedback on weekly basis.
4. Recommend quality standards in different areas of Contact Center.
5. Prepare Quality Assurance Weekly KPI and report to management.
6. Confidentiality of Information.