Senior Manager - Contact Center - Outbound Process

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