HDFC Life - Manager - Call Center

Job Location : Mumbai

CTC Offered : 13L.PA

Designation : Manager - Call Center

Department : Ecommerce Digital Marketing

Sub Department : Call Center

Job Description :

- Set-up new Call centers for EDM for scaling up seats.

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

- Strategize and execute projects for Call center efficiency improvement.

- Planning & Managing outsourced Call center for business delivery.

- 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 and performance.

- Planning campaign-wise staffing basis analysis of data inflow.

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

- Take business inputs from Call center interactions and VoC and incorporate in customer processes.

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

Candidate requirement :

- Graduate/Post Graduate with 6 to 8 years of experience of handling outsourcing call center management and new set-ups. preferably in financial products.

- Online life insurance business management will be added advantage.