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25/01 Jasleen Kaur Anand
Consultant at Innoquest

Views:342 Applications:66 Rec. Actions:Recruiter Actions:17

Contact Center Manager - Voice Process - BPO (8-12 yrs)

Pune Job Code: 1038299

Our Client are the Captive shared service center of a global insurance organization with operations in multiple countries .The organization provides a wide range of Insurance, retirement solutions and Financial support to their Clients.

MANDATORY ASK:

MINIMUM 8-12 YEARS OF EXPERIENCE IN THE ITES SECTOR.

OPEN TO WORKING NIGHT SHIFTS (7PM TO 4AM IST).

PRIOR WORK EXPERIENCE IN UK/US INSURANCE DOMAIN IS MANDATORY.

EXPERIENCE IN HANDLING VOICE BASED CONTACT CENTRE ACROSS GEOGRAPHIES.

Role and Responsibilities :-

- Drive & achieve productivity enhancements.

- Own weekly/monthly management reports & highlight relevant gaps &/or concerns.

- Oversee migration & stabilization of new processes.

- Periodically review process & regulatory requirements & ensure compliance.

- Review FTE requirements, shift plans & capacity planning.

- Initiate, Execute & Facilitate process improvement initiatives/projects .

- Integrate domain knowledge & business understanding to create superior solutions for the client Must clear at least one certification a year.

- Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes Manage client relationships and escalations.

Additional Responsibilities :-

- Conduct regular meetings with team managers & resolve concerns.

- Conduct skip level meetings with team members & resolve escalations

- Own rewards & recognition schemes for assigned processes/teams

- Oversee L&D trainings for self & team managers

- Oversee staff domain certifications

- Ensure completion of process certifications by all staff (Team managers & associate ) within pre-defined timelines

- Liaise with recruitment team for recruiting new team members

- Identify & facilitate movements within the division for team managers

- Explore opportunities to move processes to the smaller centers in GSC

- Participate in special projects/organization wide initiatives

Qualification and Experience :-

- 8-12 year work experience, predominantly in Insurance sector with in-depth knowledge of value chain.

- Minimum one year of experience in a managerial role in GSC

- Well versed with the application of process improvement tools

- Graduate in any discipline. Any Insurance certification/designation will be a plus

- Experience in handling Voice Contact Center team members across geographies and projects is a must

- Ability to thrive in fast paced, multi-tasking environment and to manage multiple deadlines

- Willingness to work in US shifts .

- Prior work experience in UK/US Insurance domain

- Onsite transition experience

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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