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24/04 Sameer
Assistant Manager - Leadership Hiring at IKYA Human Capital

Views:2889 Applications:53 Rec. Actions:Recruiter Actions:0

Deputy General Manager - Insurance Telesales Operations - Contact Center (11-15 yrs)

Vizag Job Code: 444360

KEY RESPONSIBILITIES :

- Managing site delivery of large insurance account

- Delivery Metrics and contractual SLA management

- Day to day Client management

- Managing an account of 500 FTEs

- Lead all client and internal calls for the process, single point of contact

- Direct Workflow, Training and other shared services for optimum functioning of account

- Single point of contact for all financial decisions regarding the account

- Manage attrition and career planning of all employees within span of control

- Grow account strategically to increase top line for the organization

- Manage and improve profitability of the account

STRATEGIC INPUTS / SKILLS REQUIRED :

- Knowledge of Insurance domain

- At least 5 Years of experience in managing outbound contact center processes

- Should have experience of creating dialer strategies to optimize business objectives like improving contactability, managing productivity etc.

- Should have experience of managing a team of at least 300 agents or more

- Strong financial management acumen. Understanding of P&L

- Strong understanding of contracts and key BPO dynamics governing them

- Strong customer service orientation and client management skills

- Robust experience of driving key customer metrics like NPS

- Fundamentally a strong people manager. Should be able to guide a team to success

- High IQ and EQ

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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