Business Manager - Dealer Management

The position involves working closely with the contact centre partners and ensuring all customer facing hygiene metrics are driven and improved

• Hiring Delay at Partner side
• Consistent partner performance Management
• Retention of advisors
• Timely inputs from Internal stakeholders on volumes to arrive at Forecast
  
  

Key Result Areas

Supporting Actions

Call Centre Partner Management

• Communicate in advance to the partner on schemes/loyalty programmes for dealer related activities
• Involve in the hiring process to ensure the right process is followed as defined by Birla Opus
• Responsible for sales and marketing communications efforts & seamless communication of targets to the partner
• Share monthly/Quarterly level forecast to partner for hiring and readiness
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
• Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved
• Directly involve in leadership hiring ( TL & Above) & Colour Consultants
• Ability to establish and nurture strong internal and customer focused relationships and work seamlessly with Target led environment
• Responsible for campaign management & target driven approach on sales and revenue numbers through contact centre
• Managing the performance of the partner w.r.t hygiene / key metrics and ensuring performance is meeting targets ( mentioned eg: below)
• Service Level
• Abandoned
• Successful Order Booking
• Dealer Management System Complaince
• NPS ( CSAT)
• Quality Scores
• FCR ( First Time Resolution)
• Partner Satisfaction Index
• Manage all aspects of sales cycle including ongoing customer communications, order fulfillment, lead generation, & applicable sales process development at Dealer help desk
• Able to clearly articulate sales/revenue targets and drive them through contact centre -Define a model for achieving targets through incentivizing contact centre staff for target achievement & delivery
• Conduct MBR/QBR ( Monthly /Quarterly business reviews) and discuss performance and support required involving the relevant internal stakeholders as applicable ( Customer Experience / Sales /Marketing)
• Conduct quarterly RnR for partner team for motivation basis the available budget assigned
  
  

Audit & Complaince

• Conduct Dip check audits on hygiene metrics ( mentioned eg: below)
• ü Call disconnection
• ü Tagging Effeicency
• ü Revenue leakage
• ü Outlier Management Audit
• Ensuring the partner teams are following ABG guidelines interms of policies and data security/ Premises
  
  

Training

• Ensure new hires in the partner fraternity are trained as per the defined guidelines
• Training modules to be reviewed on a regular basis and new updates to be incorporated as the case may be
  
  

Relationship Type Frequency Nature

Internal

Marketing team/Sales Team

Monthly

Feedback capturing from Sales and marketing teams and inputs on call centre management /Performance

CX teams

Weekly

Any programmes / evalution metrics

IT Teams

Monthly

Downtime / systems issues

External

Contact centre partner

Daily/Weekly

Contact centre teams(partners) , all touch points teams interacting with customers