HDFC Life - Deputy Manager - Call center

Job Location : Mumbai

Designation : Deputy Manager

Department : Ecommerce Digital Marketing

Sub Department : Call Center

Job Description :

- Planning & Managing outsourced Call center for business delivery.

- Lead forecasting and Call center planning.

- Strategize and drive Call center for MoM target achievement & data conversion.

- Strategize and execute projects for Call center efficiency improvement.

- Interviewing & certifying outsourced Call center Team.

- Development & Training of Call center Team.

- Managing overall reporting & MIS for all performance parameters.

- Managing and tracking MoM data campaign-wise inflow and performance.

- Ensuring proper scrubbing of data as per the validations before uploading to the Call Center CRM.

- Working closely with CRM and dialer team to align dialing strategy with business requirements.

- Designing and roll-out of incentive plans at Call center. Track effectiveness on business output.

- Adherence to audit & compliance. Keeping process and Call center compliant with TRAI and IRDAI distance marketing guidelines.

Candidate requirement :

- Any Graduate/Post Graduate with 4 to 5 years of experience of handling outsourcing call center management preferably in financial products. Online life insurance business management will be added advantage.

- Expertise in dialer management and CRM solutioning.