GoKhana - Cluster Manager - Operations (8-12 yrs)

Key Responsibilities:.

- Leadership Role to manage multiple membership operations.

- Each membership operation is led by a leader who manages a team of 10 to 15 people including outbound call center, multichannel help desk, In hotel sales, customer engagement, retention and fulfilment.

- Also meeting hotel senior management teams and driving teams on product adoption.

- Multi-faceted ability to manage large teams, clients, outbound, inbound sales, reporting, back end.

- Must have call center management experience.

- Experience in working with hotels and travel trade will be an added advantage.

- Organize and coordinate operations to ensure maximum efficiency.

- Review and enhance team performance against KRAs and KPIs.

- Assume completer responsibility of budgeting and monitoring expenses.

- Plan and execute Direct Sales activities and member management.

- Reporting to develop and maintain sales levels of the Programs as per agreed business plans and policies of the company.

- Setting and meeting performance targets for efficiency, sales, quality and staff retention.

- Monitoring sales from different channels and ensuring that all channels including telemarketing, hotel leads, direct sales, single opt-in emails, flyers, posters etc. are utilized.

- Also, promoting www.hotelmemberships.com.

- Ensuring proper grooming standards are maintained at the Programs.

Required Skill Set:.

- 8 - 10 years of experience in the call center industry with experience in outbound sales and team handling.

- Strong communication and presentation skills in English with an ability to interact with clients at senior levels to present program performance.

- Should be smart, extremely confident & presentable.

- Strong analytical skills and ability to plan new strategies.