Head/VP - Call Center/Tele Sales - Insurance Domain

Purpose:

Strategic planning and execution of call centre operations to:

- Drive retention incomes from existing Customers and enhance relationships

- Acquire new Customers

- Should be from Insurance Telecalling background.

Primary Responsibilities:

- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call

- Responsible for development and administration of budgets to attain business goals with operational stability,

- Deliver results against a defined scope of work that includes measurable profitability, performance reporting, and quality management and target achievement.

- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, staffing levels and supervision,

Key Deliverables

Income:

1. Work closely with the team to define income and profitability targets and operationalise the plans for achieving the same.

2. Ensure income and profitability targets are met; manage profitability across diverse income streams such as acquisition and retention

3. Understand the retention segmentation parameters and put in place strategies to enhance overall customer retention

4. Put into place focused telecalling acquisition progamme:

5. Drive expansion, newer target audiences, and additional backend processes

- Scope out venues for the set up

- Recruit the team

- Set organisational processes in place

- Monitor

- Set income and profit targets

6. Prepare formal business updates on a monthly basis or as required.

7. Implement tele-calling to achieve incomes

Personnel management/human resources :

- Oversee accurate assessment of staffing requirements and oversee implementation of recruitment, on-boarding and training processes.

- Cultivate employee engagement and positive employee relations environment through robust and regular employee communications, performance feedback accountability and effectiveness, and reward and recognition culture focused employee development.

Quality:

Ensure effective relationship building and put in place processes to monitor quality of customer engagement, operational processes and performance monitoring.

Employees Supervised:

Direct: 3 Centre Heads: West, North and South.

Indirect: Tele-calling, FOS, HR, Quality and Database Management teams across 3 centres