Policybazaar - Manager - B2C Sales

Description:

About the job:

We are looking for an operations manager for our contact center to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness

Your contribution in PBs journey

- Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction

- Establish & Manage Relationships / Engagement with the Clients

- Oversight of team organizes resources, sets goals, call out strategy from Executives and client

- Managing day to day Sales targets (B2C Sales)

- Responsible for following agreed governance model, escalation & communication plan

- To ensure training of new staff on the corporate policy rules to be adhered to

- To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules

- To monitor and document work schedule of staff and absences

- Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth

- Ensure that all audit related issues are brought to a close

- Identify and drive continuous improvements and initiatives in process

- Coach & mentor Team lead so that they are able to manage their teams better

- Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management

- To ensure that all internal customer queries are followed up on a timely basis

- Collaborate with internal teams.

- To be the Key contact for all problems and queries with specific business assigned.

Your knowledge & expertise that we need:

- Proficiency in team management skills to hold meetings and conduct performance reviews to help employees meet Performance Targets

- Proficiency in employee development to assist employees in meeting the Performance Targets through Hiring, Coaching & Mentoring

- Insurance (Health/Life/Travel) Sales

- Ability to calibrate employee performance to the Performance Targets through monitoring and Coaching

- Ability to communicate and resolve issues that affect Performance Criteria

- Ability to share operational improvement and take action with other teams

- Ability to manage projects to improve employee performance

- Ability to handle escalations from employees on their team

- Ability to escalate issues to their supervisor or other internal departments

- Ability to lead employees on their team to performance of the performance criteria

- Demonstrated language fluency in English