About Coverfox Group & CoverStack The Coverfox Group (www.coverfoxgroup.com) is a blend of insurance broking expertise with technology know-how to emerge as one of its kind insurance ecosystem aggregator. CoverStack (www.coverstack.in) - our technology arm that enables insurers and partners to take their business ambitions to the next level through our no-code, plug & play insurance infrastructure solutions. Our journey so far has been nothing short of remarkable, with premium generation of over 1250 Cr, sale of 3.5 Mn+ policies, partnering with 50+ insurers and integrating 350+ products. With CoverStack, we have 20+ partners such as Spinny, CarsTrade, ICICI Securities to name a few. As a Group, we celebrate being authentic, inspired and ambitious to get things done and create impactful disruptions. We are a vibrant team filled with enthusiasm and energy to innovate and solve the customer challenges. Headquartered in Mumbai, and having presence through teams located remotely, we are focussed to grow in the insurtech landscape with a phygital approach. Join us as we grow from strength to strength in our turnaround story as a technology solution provider for the insurance ecosystem. About the Role The role will be to build and lead the call centre operations for client(s) of CoverStack from strategizing & conceptualizing the business imperatives with the CBO / Business head to the daily running of the call centre to dashboards to taking complete accountability of P&L and customer happiness. The incumbent is responsible for client as well as product success management and must have a deep understanding of call centre management, monitoring business performance metrics and enhancing customer experience / service. Key responsibilities: - Lead the call centre operations with a keen eye on business performance metrics, productivity and profitability. - Manage day to day call centre operations and be committed to drive sales with improved customer contact experience and growth in revenue. - Manage the customer life cycle from lead generation to various touch points, driving SLAs for complaint management and assisted sales. - Build the team from scratch - manpower planning, rostering, strategy execution for long & short term goals, process detailing - aligned to the client and organization objectives. - Be responsible for P&L for the contact centre, end-to-end processes & customer experience. - Drive improvements in processes to build efficiencies and effectiveness, reduce escalations and ensure quality. - Accomplish call centre objectives on manpower management through recruitment, retention, training, coaching, incentive structuring, disciplining, communicating target expectations, planning, training, appraising and reviewing job contributions, focusing on process & compliance adherence. - Review MI (dashboards, datasheets) and implement recommendations to optimize service quality and delivery. - Prepare and publish dashboard reports periodically to summarize data for business reviews and trends. Your key qualifications & competencies: - 8+ years of Call Centre experience, of which atleast 4+ years in leading teams. - Knowledge of insurance industry is a must. - Should have managed multiple channels / processes - inbound, outbound, email, chat etc. - Ability to interact at all levels; communicate to team & stakeholders. - Language proficiency in English and Hindi is a must. - Proficiency in use of MS Excel and have an analytical mind frame to review business metrics.

Mumbai

CoverStack Technologies - Head - Call Centre 

Job Description for CoverStack Technologies - Head - Call Centre  in CoverStack Technologies in  Mumbai for (8-10) years of experience. Apply Now!