Cardekho - Senior Manager/Associate Director - Telesales - Call Centre

Senior Manager/Associate Director - Insurance Dekho Call Centre - Telesales

Roles & Responsibilities:

- To look after entire 200 to 500 seats outbound Insurance call centre telesales and deliver high productivity through controlling, monitoring, analyzing & reviewing system.

- 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.

- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing 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 employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Requirement:

- 8 - 15 years of experience in Insurance Call Centre experience

- Knowledge in Insurance preferably Life Insurance

- Capability of handling a Team Size of 200+

- Should have handled Inbound, Outbound Sales , emails and Chat Processes

- Should have been in the Manager position for minimum 5 years.