POSITION DESCRIPTION : 

Position Title: Manager- Contact Centre

Business Unit: Contact Centre, Business Transformation

Reporting to: General Manager -Contact Centre

Team size: Managing 50 calling executives

Location: Bangalore

Position Summary : 

- To lead and manage critical customer-facing operational activity - Outsourced Contact Centers.

- Ensure highest level of service quality and develop the Contact center as a Centre of Excellence

Key Accountabilities : 

- Lead inbound and outbound call center functions to deliver sales and service propositions which align with business strategies, achieving customer satisfaction and financial objectives. In short, to manage core relationships with our call centers

- Ensure the delivery of effective and qualitative response to customers (voice and non-voice). Setting high standards of service by making the most effective and efficient use of call-center staff and technology resources

- Work with outsourced call center managers to clearly define their responsibilities and develop key performance indicators/goals to ensure effective and efficient operation of the call center

- Develop short and long-term plans for the call center delivering direction, process improvement, human resource capability and organization support

- Analyzing performance, highlighting problem areas and identifying improvement actions

- Work on continuous improvement with focus on improving efficiency, productivity and superior service delivery with Speed and Accuracy.

- Driving improvement projects to improve performance against targets

- Develop, manage and report on functional budgets

- Actively collate and analyze Customer Feedback - work with the respective Business units to address issues raised

- Undertake regular One-on-One meetings, team meetings, training and counseling / coaching sessions for all direct reports, conducting regular performance appraisals

- Actively supporting company policy and best practice in the area of security, with particular emphasis of protection of sensitive customer information

Skills, Knowledge & Qualifications : 

- Proven experience in managing domestic contact centers including a clear understanding of managing a call center, CRM systems and prevailing technologies.

- Demonstrated ability in planning and organizing in large service delivery functions

- Proven skills in managing external vendors and stake holder management.

- An ability to think and act at a strategic level

- Financial management, including budget preparation and managing budgets

- Well-developed negotiation, facilitation, communication and presentation skills

- Between 6-8 years- experience in customer service management with at least two years in managerial level and above, coupled with a relevant secondary business qualification

- Experience in BFSI and in particular life insurance would be an added advantage

Personal Attributes & Competencies : 

- Expertise in Customer Relationship Management including Grievance redressal with a Solution oriented approach.

- Team Management and Development - Understand gaps, provide feedback, train and motivate to develop a high performing team.

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