IDBI Federal - Manager - Digital & eBusiness

Job Purpose:

- 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 center operations for the eBusiness channel and achieve the budgeted business volumes from the call center.

Job Description:

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

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

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

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

- Responsible for retention of required customers

- Drive initiatives for best business practices

- Ensure compliance as prescribed by IRDA and conduct process assessments and audits

Candidates Profile:

- Currently managing the outbound & inbound call center operations of a financial services company or working for a BPO managing a similar process.

- Should have Sales Experience

- 6 to 8 years of experience required

- Should have a role responsible for ensuring high standard customer experience