Wednesday, February 2, 2011

Current Vacancy of Sales Support / Process Lead - ANZ Small Business-11000515 in DELL India

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Job Description

Sales Support / Process Lead - ANZ Small Business-11000515

Job Sales Operations - Process
Primary LocationAP-IN-KA-Bangalore
Schedule Full-time
Shift Day Job
Job Level Individual Contributor

This person will play a critical role in driving Customer Experience, Sales effectiveness and Sales productivity gains through understanding, documenting and improving current sales processes and procedure.

Principal accountabilities include:
Ensure a consistently positive customer experience through leadership of projects within business unit that will result in short and long-term improvements to customer experience, efficiency or winning culture.
Develop appropriate project plans, timeline and metrics for projects identified as priorities to ensure excellent and timely delivery.
Identifies, obtains, and manages the resources necessary for project success; effectively motivate project team members.
Plans and monitors project activities to ensure effective and efficient use of resources in order to make the greatest impact on the business unit's goals and business objectives.
Develops and executes implementation plans for improving processes and procedures.
Takes appropriate action to bring problems to final resolution regardless of recognition or ownership.

Scope of role:
Implement improved and innovative processes by utilizing internal and industry best practices to ensure Dell meets and exceeds service level metrics.
Leverages network of agents, Service Leaders, Resolution Specialists, and senior leaders and ensures best practice processes are implemented consistently and shared within and across all business units.
Monitors and evaluates customer, financial, process, quality, and employee metrics across assigned teams to ensure consistency and high service and quality levels.
Works with the training team to ensure training is given to service leaders and agents on new and improved processes to ensure consistency and quality.
Identifies specific requirements and specifications for new systems to improve business processes.
Ensures front-line service leaders, agents and resolution specialists have the most efficient and customer focused processes, equipment, resources, data, and tools necessary to achieve service levels.

Key Skills:
Strong Command and executions skills a must-have.
Solicits, analyzes, synthesizes, and shares trends within and across business units to increase service quality, improve consistency, and ensure use of best practice policies and procedures.
Prioritizes continuous improvement activities based on business case, engagement of appropriate stakeholders and taking calculated risks to achieve unprecedented outcomes.

4-6 years relevant experience
Appropriate Schooling / Tertiary qualifications

For Further information and apply online :

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