Senior Manager - Contact Centre - Outbound Customer Service - Life Insurance

Senior Manager - Contact centre - Outbound customer service - ..Mumbai - Leadership Life Insurance

We have one very urgent position in one of BEST LIFE INSURANCE organizations across the following location

Base Location - Mumbai ( HQ )

Offered CTC : 8 lac to 13 lac p.a ( approx ) + incentives ; depending upon current CTC .

Position : Senior Manager - Contact centre - Outbound customer service

Level : Senior Manager

Indicative Job Profile :

Job purpose :

The purpose of the role is to manage outbound customer calling and interaction and in-house outbound calling team to improve persistency of select customer base; The role also includes effective implementation, tracking & analyzing calling campaigns as well as ensuring optimum productivity and superior quality of interaction.

Accountability :

- Implement, monitor & improve persistency campaign performance to achieve renewal & revival goals.

- Improve quality of customer interaction and standardize experience across multiple vendors

- Ensure alignment of vendor actions with organizational goals through effective SLA's

- Collate and analyse customer response to identify reasons for lapsation.

- Manage channel expectations viz banca in terms of customer interaction and renewal calling

- Define project requirements and manage projects for improvements in processes, systems, client and sales force satisfaction, and human resources.

Requirement :

The candidate should have experience in managing and strategizing of Outbound Contact Centre and should have vendor management experience.

TCPL