ICICI Lombard - Team Manager - Operations

The Job involves -

- Assisting in the daily operation of the call center to ensure KPIs are met and maintained in line with company defined objectives.

- Recruitment planning Coaching and mentoring team leaders/managers while assisting in their training and development.

- Calibrating across their TLs and other Team Managers on the floor to ensure service quality and weed out any inefficiencies or partialities.

- Assisting in the development and implementation of projects to improve performance against targets.

- Ensuring customer complaints are actioned and resolved as per service guidelines.

- Clearly define responsibilities for all levels and develop key performance indicators/goals to ensure effective and efficient operation of the call center.

Role & Responsibilities -

- Establish work procedures and processes that support company and departmental standards and strategic directives.

- Continuously engage with other functions in the Organization to improve processes by eliminating gaps for better service delivery and an inclusive culture for the Call Center Team 

- Assist the Site Head in ensuring that a healthy, performance oriented and positive culture prevails in the Call Center.

- Effectively manage customer escalations. 

- Spear head Reward and recognition and other engagement activities at the Center 

- Undertaking regular one-to-one meetings, team meetings at various levels, training and counselling/coaching sessions for all direct reports, conducting regular performance appraisals and remuneration reviews.

- Budgetary management.Initiating and supporting all Service enhancement initiatives across the Org.

Education Requirements/ Skills-

1. Any full time Graduate / MBA

2. Knowledge of CRM, dialer/RTQM

3. Communicates clearly in verbal and written formats

4. Ability to set attainable goals

5. Clearly assigns responsibility/accountability for work

6. Good analytical skills (ability to read MIS and take real time action).