HDFC Life - Deputy Manager - Call center (4-5 yrs)
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.
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