Job Description

Key responsibilities:

Lead the call centre operations with a keen eye on business performance metrics, productivity and profitability

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Manage day to day call centre operations and be committed to drive sales with improved customer contact experience and growth in revenue.


Manage the customer life cycle from lead generation to various touch points, driving SLAs for complaint management and assisted sales.


Build the team from scratch - manpower planning, restoring, strategy execution for long & short term goals,process detailing - aligned to the client and organisation objectives.


Be responsible for P&L for the contact centre, end-to-end processes & customer experience.


Drive improvements in processes to build efficiencies and effectiveness, reduce escalations and ensure quality.


Accomplish call centre objectives on manpower management through recruitment, retention, training,coaching, incentive structuring, disciplining, communicating target expectations, planning, training, appraising and reviewing job contributions, focusing on process & compliance adherence.


Review MI (dashboards, datasheets) and implement recommendations to optimise service quality and delivery.


Prepare and publish dashboard reports periodically to summarise data for business reviews and trends.

Your key qualifications & competencies:

8+ years of Call Centre experience, of which at least 4+ years in leading teams.
Knowledge of insurance industry is a must.


Should have managed multiple channels / processes - inbound, outbound, email, chat etc.


Ability to interact at all levels; communicate to team & stakeholders.


Language proficiency in English and Hindi is a must.


Proficiency in use of MS Excel and have an analytical mind frame to review business metrics

Job Type: Full-time

Pay: ₹1,000,000.00 - ₹1,500,000.91 per year

Benefits:

Health insurance Provident Fund
Language:

Hindi (Preferred)
Work Location: In person

Speak with the employer

+91 9867842904