- Primary responsible to generate leads, make strong solution sales pitch, negotiate and close deals for IT Products.
- Preferably familiar, with the technologies like Cloud Services, Microsoft Products Firewall, Internet Bandwidth, Antivirus solutions etc.
- Effective performance planning for self and team, time management, and self-organization.
- Responsible to share the daily, weekly and monthly sale reports
- Achieve stretched targets and be able to take decisions and manage complex/ difficult employee situations.
- Handle escalations (team and client)
- Accounts visits within define area
- Make appropriate recommendations and adjustments to leverage resources, skill changes, post-Overtime, or escalate as required
- Manage client needs and escalations according to the established escalation process
- Understand and drive Metrics Improvement
- Monitor and review service level reports to scan for issues and anomalies and report perceived concerns of the process
- Ensure complete participation and contribution in organization/process level initiatives (e.g. Absenteeism, Attrition control)
- Ensure that the internal/external targets are met and the team shows continuous improvement month on month
- Coaching and feedback to mid quartile and bottom quartile agents
- Mandatory Experience in Chat Process
- Mentor top quartile performers
- Strong Communication in English & Hindi
- People Management Skills
- Knowledge of MS Excel.
- Minimum 6 Yrs
- Should possess Good Communication Skills.
- Should have had a Team Handling Experience.
- Maintaining attrition and shrinkage – People Management
- Must be able to Mentor the team.
- Manage daily floor operations.