The person should have more than 10 years of experience in insurance direct sales including contact center driven sales processes. A deep understanding of processes, people and vendor management to drive ROI and revenue metrics is a must. - Ability to design, set up and track these metrics to success is a must. - Experience of transitioning contact centre processes to digitisation and/or integration contact center experience with digital tools is a big plus. - The candidate should be able to demonstrate management of large scale contact centers (in-house and vendor) with diverse and complex processes. An understanding of quality and focus on positive customer outcomes is a must as well. Role : - Carry the AOP and revenue goals planned for contact center for motor, health and life insurance businesses - Work closely with category heads and category managers to plan campaigns and goal metrics - Align the contact center capacity to business goals while keeping a sharp eye on the ROI metrics - Build a pool of D2C sales talent in their team as well on the contact center side - Build a mechanism for contact center review on a regular basis - Bring the organisations tech capability into play by reviewing processes that can be transitioned to bots, automation and virtual assistants - thereby improving customer experience as well as keeping ROI metrics high - Make executable plans to constantly improve contact center productivity via hiring, incentives, training, attrition management, talent growth etc. - Build a quality control and audit mechanism to ensure high quality sales and businesses that last - Work with the CRM teams (in-house and external) to offer a unified experience to the customer between channels Ideal Candidate should have : - A graduate/postgraduate degree (Engineering and business education preferred) - In-depth knowledge of sales contact centers, their processes, instrumentation of metrics and how to use them to drive sales goals efficiently - Minimum 10 years of contact center and digital sales experience - Demonstrated ability to contribute to the organisation's bottom line and top-line - Sales Contact center processes managed at scale - minimum seats capacity managed of 100 seats - Ability to motivate and work in a team environment - Ability to build internal and external relationships and influence across levels of the ogranisaton - A strong sense of cost control, ROI and quality control

Mumbai

Head - Contact Center - Insurance Vertical - BPO/ITeS 

Head - Contact Center - Insurance Vertical - BPO/ITeS  ,Job Description for Head - Contact Center - Insurance Vertical - BPO/ITeS  in Derive Management Solutions Pvt Ltd in  Mumbai for (10-16) years of experience. Apply Now!

Job Description for Head - Contact Center - Insurance Vertical - BPO/ITeS  in Derive Management Solutions Pvt Ltd in  Mumbai for (10-16) years of experience. Apply Now!