IDBI Federal Life Insurance - Manager - Call Centre

Position Title : Manager - Call centre

Deliver a class-leading quality-oriented customer experience at the call centre to help drive sales outcomes and customer loyalty. Responsible for the daily running and management of the inbound & outbound call centre operations for the channel and achieve the budgeted business volumes from the call centre.

Key Accountabilities (List the expected end results or KPIs that the job holder is expected to achieve for this job.)

1. Call Centre Management

- Manage the outsourced call centre for the channel and ensure that the Call Centre meets and exceeds our customer experience standards.

- Responsible for meeting the customer needs from the outbound and inbound calls

- Manage the post-payment policy issuance requirements from the customer (medicals, document submission, offer acceptance etc.) within acceptable timelines to ensure policy issuance as per budget.

- Capacity planning for manpower, seats, technology depending on volumes and ensure optimal utilization of resources.

- Put in place new ideas and best business practice and drive these initiatives forward.

- Put in place a sustainable supervisory and management structure to sustain the day-to-day functioning of the department.

- Analyze trends, reasons why customers contact us, etc. and drive a continuous improvement philosophy within the contact centre.

- Directly handle escalated customer queries and complaints.

2. Business targets

- Meeting the MoM targets from all leads provided to the call centre as per the budgeted conversion %.

- Responsible for handling all campaigns for the outbound call center with a strong focus on profitability

- Track campaign performance - data analysis & ensure targets are achieved MOM basis

- Forecasting and analysing data against budget figures on a weekly and/or monthly basis.

- Managing overall reporting and MIS from the call centre for the channel.

- Responsible for the persistency of the business sourced from the call centre

3. Training

- Identify the training needs of the call centre agents and ensure the needs are met on a timely basis to improve the agent productivity.

- Develop incentive schemes for the call centre agents on a regular basis to keep them motivated at all times.

- Find ways of getting team morale to a high standard, and being sympathetic and understanding of the day-to-day stress levels incurred by the agents.

4. Compliance & Audit

- Monitoring random calls as prescribed by IRDA from a compliance perspective and to also improve quality; minimise errors and track operative performance.

- Knowledge on various regulations attached to business - TRAI, IRDA (Distance Marketing).

- Get 25 hours training & assessment completed for all tele callers with help of training team.

- Conducting process assessments, audits and ensuring operational process compliance.

- Carrying out quality audits and continuous improvement initiatives.

5. Other Responsibilities:

- Liaise with the call centre management and ensure SLA's of call centre agents and systems are within agreed standards.

- Ensure that the call centre tools like the dialer, CRM, Click2Call, Live Chat etc. are always up and running. In case of failure, work with the technical team of the call centre and our IT team to rectify on priority basis.

- Keeping up-to date with customer support tools and technologies and implement.

- Atleast 4-5 years experience in managing a team of telesales agents

- Of which, at least 1-2 years experience in managing a customer service process

- Excellent People & Team Management skills

- Demonstrates a high degree of importance towards customer satisfaction - Excellent understanding of the metrics to manage the call centre operations effectively

- Average to above average understanding of all financial products

- Average to above average understanding of call centre tools & technologies

- Average to above average understanding of web