Bharti AXA Life Insurance - Assistant Manager - Contact Center

BUSINESS UNIT/FUNCTION : Contact Center

JOB TITLE : Assistant Manager - Contact Center

LOCATION : ABS - Bangalore

REPORTING TO : Head - Customer Management

MAIN PURPOSE OF JOB :

- Effectively manage the Contact Center team at ABS.

- Ensure day to day operations at the contact center are handled seamlessly.

- Optimize resource utilisation and cost at the contact center.

JOB RESPONSIBILITY / KEY RESULT CRITERIA :

- Review current contact center trends and work on processes / intervention in reducing the customer calls and increase self service options.

Key focus area to include the following :

- Close monitor day on day activities done at the contact center

- Ensure effectively utilisations of manpower across the various sub processes at the contact center

- Ensure timely and accurate reports are published by the contact center team as per agreed timelines

- Highlight and report out deviations if any and design / redesign processes for effective handling of customer queries / requests

- Ensure weekly / monthly governance reviews are conducted and actionables if are tracked to closure.

- Ensure TAT adherence for Outbound tracks and Emails are complete as per timelines

- Coordinate with HO / ABS backoffice teams for issues and ensure timely closures

- Monitor dailers and telephony related systems to ensure minimal production / data loss

- Implement new process identified by HO team and close monitor effectiveness and report deviations if any

KEY CUSTOMERS :

Internal and/or external - Operations Team

- Back office departments ( NB/ POS/ Group ops/ PIVC)

- ABS management team

KEY COMPETENCIES :

Experience / Qualifications :

- MBA with approx. 2 - 4 years work experience Insurance Industry

- Prior experience in handling Inbound / Outbound / Email customer service process will be an advantage.

- Experience of Partner / Distributor management

Knowledge :

- In-dept understanding Contact center process.

- Basic insurance product knowledge and moderate understanding of insurance processes

Skills :

- Process assessment skills

- Good communication and presentation skills

- Team management skills

Attributes / Behaviours :

Demonstrates following values and traits :

- Integrity

- Team Spirit

- Ambition

- Pragmatism

- Commitment

- Positive & Can do attitude.

- Business - savvy

- Assertive

- Results oriented

Salary offered: 6 LPA