Assistant General Manager - Service Delivery - Healthcare Benefits Firm

Position: AGM - Service Delivery (Leading Healthcare Benefits Co) (10-12 yrs)

Role:

- Responsible for managing operations at the contact centre and driving customer experience

- Manage the centre & service levels. Managing 100% compliance, process adherence and driving pre- set team targets.

- Managing Customer service operations by rendering quality services and maintaining highest level of customer satisfaction

- Lead and guide Team Managers and Team leads responsible for monitoring service calls to observe employee demeanour, technical accuracy, and conformity to laid down processes

- Responsible for standardization of voice processes, scripting, objection handling, training and implementation of quality measures

- Responsible for driving NPS and C-SAT

- Research and implementation of industry best-practices

- Stakeholder and team management

Requirements:

- MBA

- 10-12 yrs of experience. Experience in the contact centre of an Insurance Company/Bank is required

- Preferably, should have experience in both customer service and operations.

- Capable of delivering quality customer service

- Must have working knowledge of implementing Quality initiatives

- Effective communicator with relationship building and interpersonal skills

- Be flexible, action & result oriented self-starter

Location: New Delhi

This position is for a Client  which is a Leading Healthcare Benefits Company