• Responsible for overall Shop Management & Operations.
• Ensure implementation of effective and efficient Sales and Customer Services
• To bring quality Service & Sales as per assigned Monthly targets
• Share feedback on regular basis regarding new products/Services and customer
impacting processes/SOPs for any further improvement, if required.
• Maintain optimum stock level, POS material and inventory and ensure daily, weekly
and monthly sales target are achieved.
• Effectively handle Escalations, Irate Customer & High Value Customers on priority.
• To ensure minimum Churn and maximum Retention at Shop.
• To Conduct daily morning Clinics with the Shop Staff.
• Daily, weekly and monthly and financial reconciliation and deposit of cash in-time
• Timely escalation of customer complaints and ensuring resolution within time
through consultation and communication within the team, within the department
and all stakeholders.
• Ensure that the CSRs serve and treat the customers in most cordial, respectful and
• Motivate and lead development of “team spirit”, “commitment” and “sense of
belonging” among the team.
• Evaluate the performance of representatives using established quality measures
and act upon results with guidance of Management
• Ensure proper behavior, discipline and punctuality as per company Policy.
• Coach team on Services / Products, SOPs, and relevant processes & procedures;
• Timely escalation and take full ownership for resolution of Shop issues related to
ambiance and IT Equipment.
• Ensure proper opening & closing reports of the Shop are maintained on daily basis.
• To Ensure that all Walk-in customer s are handled at shop and are not diverted to
any other Company office.
• To Ensure that PCPM is functional 100% and its Cash Collection is done in time to
avoid any delays.
Business process outsourcing (BPO) contains the transmission of processes along with the connected operational activities and responsibilities, to a third party with at least a guaranteed equal service level and where the client contains a solid grip over the, activities of the vendor for mutual lon ...Read More