Operation Executive - Delhi, India - Markable Solutions

Description

Job Description for Operation Executive

Markable Solutions Introduction
At Markable Solutions, we are dedicated to two main objectives: excellent customer service and dependable sales. We've worked hard to establish two call centers in India and Manila. We have a great team of calling agents and research analysts.

Operations executive will be a key personnel in upper-level management responsible for ensuring that the company is performing to its best potential.

You will work in multiple areas within the company, increasing productivity and efficiency while seeking to reduce costs.

You will manage other key leaders within several departments and guide groups of people to complete their individual tasks in order to achieve company - wide goals.

As Caller Center Operations Executive, you will be responsible for setting up the systems to for process improvement using your knowledge of daily and ground operations.

Responsibilities:

• Study staff performance reviews, assess needs, and develop strategy to increase company productivity all around
• Develop a cost/benefit analysis and other operational strategy assessments
• Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
• Summarize, collect and analyze call center trends and data for regular performance reports.
• Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
• Make sure workers have the necessary tools and resources to perform at peak efficiency.
• Develop company systems for each department within budget guidelines and and control the implementation process.
• Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
• Establish a high standard for productivity, quality, as well as define guidelines to smooth operations.
• Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
• Maintain consistent professional improvement through workshops, tracking call center trends and active participation in team projects.
• Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
• Ensure the company has enough skilled workers to maintain productivity.
• Determine when additional staffing is needed. Schedule training and review employees' work.

Requirements & Skills:

• Bachelor's Degree
• Customer service experience preferred
• Motivated selfstarter
• Excellent verbal communication skills
• 12 years experience preferred

(Key Performance Indicator of an Operation Executive)

Primary KPI's:

• Update daily campaigns.
• Extract dial outs.
• Daily in person interaction with agents.
• Monitor the running campaigns.
• Ensure to achieve the daily target.
• Record and monitor calls.
• Guide, suggest or coach the agents.
• Daily unachieved target number

- next plan of action to achieve it.

• Allocation of work (Planning and division of agents to different running campaigns.
• Daily report and time management.
• Identifying poor performers and send mail for explanation.

Secondary KPI's:

• Create a detailed SOP for all agents (Patna and Manila)
• Offer a clear career path.
• Create detailed call scripts if required.
• Reexamine your metrics and KPIs to make data driven changes.
• Implement continuous training for agents at every level.
• Offer twoway feedback sessions regularly.
• Maintains and improves operations by monitoring system performance and identifying and resolving problems.
• Meets financial targets by estimating performance requirements and preparing annual budgets.
• Presents monthly and annual agent action plans and objectives.
• Focus on qualified leads, Bounce Rateand Conversion Rate.

Working Type:
Remote full time job role, PST time Zone

Thanks and Regards,


Neeti Priya

Manager-HR

Job Types:
Full-time, Regular / Permanent


Pay:
₹25, ₹50,000.00 per month


Benefits:

• Internet reimbursement
• Leave encashment
• Provident Fund
• Work from home

Schedule:

• Monday to Friday
• Night shift
• US shift

Supplemental pay types:

• Overtime pay
• Yearly bonus