Functional Responsibilities :
- Strategic database - dialer/ campaign initiatives to deliver business target.
- Engage business partners to ensure that strategy is executed as perceived.
- Initiate new initiatives to improve customer service throughput.
- Setting up and managing In-house call center.
Managerial Responsibility :
- Engage with internal HR team to ensure resource availability as per projected call volume.
- Manage support functions - Quality, MIS, WFM, and Training to ensure smooth functioning.
- Ensure compliance to External Regulators (IRDAI) and internal compliance and policies.
- Prepare call center performance report by collecting, analyzing and summarizing data trends.
- Meeting Inbound/Outbound call Center SLA and performance targets for speed, efficiency.
- Revenue generation - Upselling/ Cross selling opportunities.
- Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
- Resolving most complex customer complaints/Grievances - NPS.
Administrative Responsibility :
- Ensure timely and accurate payouts to ensure that there are no financial losses.
- Design Annualized Operations Plan (AOP) for current and projected for next year.
- Liaising with the internal support teams for a smooth
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