Description of Role and Objectives:
The Business Manager is directly responsible for profit and growth of his/her business area through employee performance management, service delivery and client interaction. Reporting directly to the Contact Center Manager the Business Manager achieves his/her targets with the assistance of all Transcom support functions. The primary objective is to achieve the set revenue target and Gross Profit Margin for his/her business unit with high employee and client satisfaction.
Profit and Growth
Deliver accurate data to produce the forecast
Develop realistic budgets
Ensure consistent financial follow-up
Define needs for Team Leader recruitment in conjunction with HR.
Be in charge of Team Leader development and support, and define Team Leader training needs.
Set and follow up on quality and quantity targets for the allocated Clients/projects.
Ensure that employee satisfaction is high and attrition is low within the allocate production unit.
Develop and maintain effective performance management.
Lead by example.
Have a deep understanding of the price structure and the profitability goals of Transcom.
Ensure that price structures are communicated and understood by every member of his/her business unit.
Proactively respond to variances in targets and service levels.
Prepare and/or support preparation for commercial negotiations.
Ensure that profitability is calculated accurately prior to agreement and all costs (including capital investments) are accounted for.
Plan and implement expansions to current business.
Plan for and implement new businesses.
Drive negotiations toward agreement ensuring Transcom risks and profit objectives are covered at all times.
Ensure that revenue streams cover committed costs wherever possible.
Ensure regular and proactive contact and interaction with clients
Ensure clients satisfaction through continuous business improvements.
Seek to increase client revenue and develop a partnership.
Strategic alliance with client’s marketing strategy, knowledge ability of clients’ culture, legislation regulations, and market trends.
Process & Integrity
Continuously review procedures and implement improvements.
Implement Transcom standard practices.
Ensure that demand forecasting is as accurate as possible and that resources deployed match demand effectively.
Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.
Weekly action items must be identified and route cause analysis must be done to ensure success on all campaigns
Attend internal meetings with other staff of the contact center.
Directly responsible for all communication with and support of Team Leaders.
Pursue communication with Clients that have been allocated to the Business Manager’s responsibility.
Additional Specific Duties & Responsibilities:
Proactively promote the TransVision objectives.
Ensure that Transcom standard procedures are implemented and complied with at all times within his/her business area.
Create an open and energetic culture within his/her business unit.
Ensure that objectives are set for every member of his/her business area and production unit in line with TransVision and business objectives.
Ensure a high level of morale and a sense of loyalty to Transcom in each individual.
Provide feedback to Corporate Governance on ideas for improving standards and processes.
Job Specifications (Qualifications, Skills and Experience)
University degree or equivalent higher qualification
Have a proven and successful track record of effective leadership with Commercial and/or Operational responsibility in the CRM or a closely related industry
Have Client Relations and/or Sales contact experience
Have experience with P&L management and associated financial practices
Have a good understanding of CRM best practice and markets
Manage your time effectively and be focused on setting clear objectives and priorities.
Have worked in a performance driven environment before.
To be determined
||1-2 Years Experience
||Interested in this position?
If so, please send your CV by email to the following address or just click 'Apply Online' link.
||Name : Careers
Email : firstname.lastname@example.org
Phone : +1 877 637 2615