Call Centre Manager - Sales Process - Insurance Sector - IIM/ISB/MDI/FMS

Job Responsibilities :

- Core Sales orientation to push conversions at every stage of lead

- To look after entire call centre operations and deliver high productivity through controlling, monitoring, analyzing & reviewing system.

- Driving partner to achieve the desired results

- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

- Planning and controlling implementations at all levels with the partner and achieving the results at high pace

- Maintains and improves call center operations by monitoring system performance

- identifying and making sure that problems get resolved; preparing and completing action plans; ensuring completion of system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining partner employees

- Leading the planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

- Preparing call center performance reports by collecting, analyzing, and summarizing data and trends. Extremely efficient in data and understanding data patterns and taking decisions based on the data.

- Asking tough questions to call center partner about each and every concern observed in the report and making sure the observations are worked upon to impact conversions

Skills/Qualifications:

- Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

- At least 3-5 years of experience as a call center manager in a sales process - insurance industry most ideal

- Solid in ops, data handling, report generation and data based decision making

- Mid-management leadership role in leading call center.

- Experience in call center can be as low as 2-3 years but someone who has managed call center from Ops, MIS, Quality, Training, sales, best practices, leading the transformation changes in call center

- MBA from Tier 1 preferred

- Atleast 3-5 years of experience in running sales call center