Edelweiss Tokio Life Insurance - Manager/Senior Manager - Call Center - Telesales

Level : Manager/Sr Manager

Job Description :

- Call Centre Manager will be responsible for delivering high standards of service to customers by making the most effective and efficient use of manpower and system. Also support the organization to create tools to measure, analyse and plan improvements for upgrading call-centre performance.

Responsibilities :

- Coach and develop an entry-level workforce to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques.

- Manage daily operations of the call centre including personnel, scheduling, training, reporting and outbound lead pipelines.

- Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate performance against KPIs.

- Review operational reports on a regular basis and develop and implement action plans to increase customer satisfaction and sales

- Provide regular feedback to the management team regarding current operational performance. Escalate issues appropriately and in real-time

- Take calls that your agents can't handle and be available when an agent appears to need assistance.

- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.

- Motivate and encourage agents through positive communication and feedback

- Review the past week's events, including statistics, results and apply new strategy to achieve organizational goal.

- Provide agents with a glimpse of the week and motivate to perform better

- Disseminate new product information to the agents.

- Discuss a sales theme or point-of-interest topic for the agents.

- Present commendation and awards.

- Work with management on refining and scheduling appropriate training sessions.

- Develop training documents that support call center operations.

- Create residual training pieces to foster growth.

- Data mining to identify the root of a problem and solving it (no matter how large or small the scale)

- Managing workflow, escalations and effectively delegating across the team.

- Ensure ZERO call drop and timely call back unanswered call.

- Ensure all emails/tickets related to queries are resolved with TAT

- Adhere to company processes ensuring the best quality service

- Responsible for other task as assigned by the management