Job Description
Opportunity to work with leading private general insurance player
Opportunity to own P&L and drive growth
About Our Client
Top 3 GI players in the country with their HQ in Mumbai
Job Description
To look after entire site of call centre operations including (Voice, Email & Chat Profiles) and deliver high productivity through controlling, monitoring, analysing & reviewing system
Monitor and guide team of Managers & TLs to ensure that productivity parameters are met
Manpower planning & resource allocation to cater peak and lean seasons of business
Adherence to service & quality benchmarks to provide world-class experience for customers
Establish work procedures and processes that support company and departmental standards and strategic directives
Clearly define responsibilities for all levels and develop key performance indicators/goals to ensure effective and efficient operation of the call centre
Manage performance parameters of the centre are managed well such as AHT, attrition, shrinkage etc. and take corrective actions where ever required
Lead the way in implementing new technologies & initiatives to stay ahead competition
Work closely with the operational functional teams, operations management and personnel, legal and various technology teams to facilitate a common understanding of requirements and priorities across all areas. > Liaise with technology team for timely delivery of requirements shared and coordinate business user community for the execution of user acceptance test as well as tracking issues. > Strong analytical skills and logical ability with creative approach to problem-solving. > IT Savvy and good exposure in analytics. > Strong 'business communication' and 'people skills'.
Data analysis to identify improvement opportunity in the process
Budgetary management
The Successful Applicant
Atleast 10-15 years of inbound and outbound experience in the call centre piece. Preferred candidates from Banks/Mutual fund houses/MFIs/Insurance companies
What's on Offer
Industry leading compensation
Opportunity to work with one of top 3 GI brands
Opportunity to own P&L and drive growth
About Our Client
Top 3 GI players in the country with their HQ in Mumbai
Job Description
To look after entire site of call centre operations including (Voice, Email & Chat Profiles) and deliver high productivity through controlling, monitoring, analysing & reviewing system
Monitor and guide team of Managers & TLs to ensure that productivity parameters are met
Manpower planning & resource allocation to cater peak and lean seasons of business
Adherence to service & quality benchmarks to provide world-class experience for customers
Establish work procedures and processes that support company and departmental standards and strategic directives
Clearly define responsibilities for all levels and develop key performance indicators/goals to ensure effective and efficient operation of the call centre
Manage performance parameters of the centre are managed well such as AHT, attrition, shrinkage etc. and take corrective actions where ever required
Lead the way in implementing new technologies & initiatives to stay ahead competition
Work closely with the operational functional teams, operations management and personnel, legal and various technology teams to facilitate a common understanding of requirements and priorities across all areas. > Liaise with technology team for timely delivery of requirements shared and coordinate business user community for the execution of user acceptance test as well as tracking issues. > Strong analytical skills and logical ability with creative approach to problem-solving. > IT Savvy and good exposure in analytics. > Strong 'business communication' and 'people skills'.
Data analysis to identify improvement opportunity in the process
Budgetary management
The Successful Applicant
Atleast 10-15 years of inbound and outbound experience in the call centre piece. Preferred candidates from Banks/Mutual fund houses/MFIs/Insurance companies
What's on Offer
Industry leading compensation
Opportunity to work with one of top 3 GI brands
💡 Quick Summary
Seeking a career-building opportunity? The Call Centre Head position is now open for candidates interested in the Bank Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.