Deputy General Manager - Insurance Telesales Operations - Contact Center

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