Senior Executive - B2C

Key Responsibilities:



1. Leadership & Supervision: Lead and mentor a team, offering ongoing support and guidance to ensure their success.
2. Performance Management: Establish performance targets for team members and monitor their progress to ensure targets are met or exceeded.
3. Performance Reviews: Conduct regular evaluations of team performance, providing constructive feedback to support professional development.
4. Issue Resolution: Address escalations and complex client issues with professionalism, ensuring efficient and effective resolution.
5. Training & Development: Design and deliver training programs for new hires and ongoing development for existing team members, incorporating industry best practices.
6. Trend Analysis: Stay informed on industry trends and integrate relevant best practices into training and team strategies.
7. Strategic Refinement: Analyze market trends and client feedback to continuously refine team strategies and sales tactics.
8. KPI Tracking: Monitor key performance indicators (KPIs), preparing and presenting regular reports on team performance.
9. Process Improvement: Identify areas for improvement in team processes and implement action plans to address gaps, enhancing the onboarding process and overall efficiency.
10. CRM Utilization: Use CRM and other relevant software to track call metrics and client interactions effectively.
11. Cross-Department Coordination: Collaborate with other departments to streamline processes and improve overall team efficiency.