Director at Hashtag HR
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AVP - Call Center Operations - Insurance (10-15 yrs)
- Drive conversions from the leads generated through marketing programs
- Collaborate with the digital marketing team, operations, and technology team to drive D2C eCommerce business.
- Continuously improve call center KPIs (Lead and Lag Indicators ) - Per seat productivity, No. Of dial outs/connects per agent, Disposition bucket movement and improvements, time to call, lead cost per agent, attrition, call quality, training, performance management of agents.
- It is expected that the role holder is data-savvy and is able to use insights to improve performance resulting in the achievement of sales target and continuously bring down cost of operations.
- Negotiate the contract with an outsourced vendor linking it to performance.
- Role holder will be required to operate from the locations where the outsourced partner has provided facilities for running the operations.