Telesales Account Manager

  • Anywhere

Constantly monitor the performance of outsourced centers to make sure that Etisalat standards are met.Continually work with functional owners to identify and implement improvements.Coordinate with all the resources necessary to ensure KPIs attainment. Assess at a regular frequency how well the outsourced call center holds Etisalat’s standardsAssist customer care production through monitoring, feedback, resource planning, staffing, and all other methods to achieve and/or exceed metricsEnsure compliance with all contractual requirements specifically with regards to regulations.Own the daily relationship/communication with Outsourcing vendors and owners for Etisalat.Manage change within the outsourcing operations including but not limited to product launch, outsourcing of new services, ramps…Develop accurate action plans for identified program and process improvementIdentify and lead the execution of any change required in order to improve metrics and ensure that the outsourced call center is following the guidelines of Etisalat.Make sure that the outsourced center team is fully aware of all the services/products offered by Etisalat.Achieve the decided sales target for each campaign on a monthly / qtrly / yearly basis.Achieve the conversion % over answered calls target for each campaign.Achieve the x sell target in terms of units and % over answered call.Deliver the effective headcount required every month to ensure requisite manpower in each of the campaigns.Ensure smooth coordination with all the support functions viz. quality / trainingManage other non-sales deliverables like minimal attrition, shrinkage, monitoring the operations through relevant MISes, presentations – performance and strategic to management, daily briefings, managing vendor partner relationship effectively.

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