HDFC Life - Senior Manager - Call Center (8-12 yrs)
Candidate Requirement :
PROFESSIONAL EXPERIENCE:- 8-12 years of experience preferably in Call Center Management from Insurance Industry
EDUCATION / PROFESSIONAL QUALIFICATIONS / CERTIFICATIONS:-Any Graduate/ Post Graduate
- Set-up new Call centers for EDM for scaling up seats.
- Anual & Monthly business planning and budget management.
- Strategize and drive Call center for MoM target achievement & data conversion.
- Strategize and execute projects for Business & Call center efficiency improvement.
- Planning & Managing outsourced Call center for business delivery.
- Managing and tracking MoM data campaign-wise and performance.
- Working closely with CRM and dialer team to align dialing strategy with business requirements.
- 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.