Assistant Manager - International Voice & Sales

MarketStar; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Health Insurance

Leave Policy

Vaccination drives

Night shift flexibility

Job summary

MarketStar in Hyderabad is seeking an Assistant Manager - Operations with 3-5 years experience in AM role, specifically with Sales LOB. The role focuses on planning, delivery SLA, leadership for TLs and reps, and process improvements.

You will drive operational strategies, mentor team, manage performance, and coordinate with internal and external stakeholders to ensure customer delight and adherence to policies.

Qualifications

• 3-5 years experience in AM role
• Experience with Sales LOB
• Excellent communication skills
• Leadership and mentoring abilities

Responsibilities

• Oversee overall planning and performance of a market.
• Own delivery of service level components, quality, and productivity targets.
• Determine operational strategies including needs assessments and cost analyses.
• Improve operational systems, processes, and policies for efficiency.
• Set technical specs and production/quality standards for the market.
• Plan long-term initiatives for operational excellence.
• Coordinate with support functions for smooth delivery.
• Build strong relationships with internal and external clients.
• Provide leadership, mentoring, and coaching for TLs and reps.
• Manage escalations and resolution processes for the market.
• Maintain performance records and report outcomes.
• Support hiring and training of reps.
• Ensure policy compliance across the team.
• Drive employee engagement and retention.
• Identify new business opportunities within existing clients.
• Be a key contact for clients and internal teams.

Skills

Strategic Planning

Team Management

Performance Management

Operational Management

Hiring & Training

Coaching & Mentoring

Leadership

Attrition Mgmt

Excel Proficiency

Communication Skills

Night Shift

Stakeholder Mgmt

Digital Marketing

Job description

Disclaimer: MarketStar is committed to ensuring integrity and transparency in our recruitment practices. We DO NOT charge any fees at any stage of the recruitment process. In case you receive any unsolicited requests for payments, please report to [e-mail] immediately.

Role- Assistant Manager - Operations

Experience- 3-5 years on AM role. Precisely with Sales LOB.

About MarketStar

In everything we do, we believe in creating growth, for our clients, our employees, and our community. For the past 35+ years, we have been generating revenue for the most innovative tech companies across the globe through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people, and support them through mentorship, leadership, and career-development programs. We provide service and support to our communities through the MarketStar Foundation.

Our exceptional team is the cornerstone of MarketStar's accomplishments. We are proud of our award-winning workplace culture and to be named a top employer in our industry. These achievements are a testament to our six core values, embraced by our 3,000+ employees worldwide. From our headquarters in Utah, USA, to our global offices in India, Ireland, Bulgaria, Mexico, the Philippines, and Australia, we all work together to drive innovation and success.

Job Responsibilities

• Oversee overall planning and performance of a particular market.
• Ownership for overall delivery of service level components, quality, and productivity targets & indicators for a particular market.
• Determine operational strategies for a particular market - conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Actively contribute towards improving operational systems, processes, and policies or build efficiency.
• Establish technical specifications, and production, productivity, quality, and customer-service standards for the particular market.
• Long-term planning, including initiatives geared toward operational excellence.
• Contribute to short and long-term planning and strategy for the particular market.
• Facilitate coordination and communication between support functions.
• Responsive & able to build strong relationships with colleagues while focusing on customer delight.
• Provide leadership, mentoring, and coaching for the TL and reps.
• Oversee and review escalations and the escalations process for the particular market.
• Maintain employee performance records; track and report on performance outcomes.
• Ownership and problem resolution.
• Provide recommendations for product and process development based on customer feedback and analysis of the same.
• Contribute towards hiring and training of reps.
• Ensure strict adherence to policies, processes, and compliance guidelines among the team.
• Employee engagement and retention.
• Explore new business/revenue opportunities within the existing client base.
• Being a key point of contact for internal and external clients.
• Maintain track of all pending/open items (internal and external) and ensure closure of the same within in a timely and appropriate manner.

Core Competencies

• Driving For Results: Challenging, pushing the organization and themselves to excel and achieve Customer Success: Doing the right thing for customers.
• Team Leadership: Leading others to accomplish team goals and objectives.
• Motivating Others: Inspiring others to perform well by actively conveying enthusiasm and a passion for doing a good job.
• Coaching And Developing Others: Advise, assist, mentor and provide feedback to others to encourage and inspire the development of work-related competencies and long-term career growth.
• Planning And Organizing: Effectively organizing and planning work according to organizational needs by defining objectives and anticipating needs and priorities.
• Conflict Management: Managing conflict between people and effectively resolving sensitive issues.
• Decision Making: Making good decisions in a timely and confident manner
• Interpersonal Communication: Communicating clearly and effectively with people inside and outside of the organization.
• Resilient & self-: A proactive & never give up attitude
• Business Acumen: Understanding general business and financial concepts, understanding the company's business, and using both general and specific knowledge to be effective.
• Relationship Management: Build sustaining and productive relationships with customers and stakeholders.

Must have skills

• Strategic Planning.
• Team Management.
• Performance Management.
• Operational Management.
• Hiring, Training and Development.
• Coaching and Mentoring.
• Leadership.
• Attrition Management.
• Excellent communication skills (verbal and written).
• Ability to collaborate and work across the business to achieve shared success.
• Proficient in Microsoft Excel, Word, and PowerPoint as well as applications to produce reports/ presentations.
• Ability to set targets, motivate & drive a team of 30 to 40 employees.
• Managing stakeholder/client expectations.
• Exposure to the basics of Digital Marketing and Web Technologies would be an added advantage.
• Should be flexible working in night shifts.

What’s in it for you

Constant Learning and an entrepreneurial growth mindset. Employee-centric benefits plan including but not limited to Comprehensive Health Insurance, generous Leave Policy, Covid Support, Vaccination drives, Well-being sessions, real-time grievance redressal, and work flexibility.

We are a people-first organization with policies and processes that help you bring the best version of yourself into work including fast-track growth for high-potential folks. An opportunity to be associated with the world’s leading brands as clients. To be a part of an organization with more than 60% of homegrown Leaders. Customized training programs that are catered to personal and professional development. We are an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success.

Note

This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may change over time to accommodate business needs.