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Managing Director at Vertex Corporate Services
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Assistant General Manager - Service Delivery - Healthcare Benefits Firm (10-14 yrs)
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
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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