Senior Group Leader - Voice Business Services - Insurance Vertical - Contact Center

We are looking for a seasoned professional for Vizag location. The identified resource is expected manage the delivery & operations for domestic Insurance vertical, leading all the interactions with the client. Good understanding of P&L is must.

Key Responsibilities :

- Managing delivery of the Insurance vertical

- Delivery Metrics and contractual SLA management

- Day to day Client management

- Lead all client and internal calls for the process, single point of contact

- Direct Workflow, Training and other shared services for optimum functioning of account

- Single point of contact for all financial decisions regarding the account

- Manage attrition and career planning of all employees within span of control

- Grow account strategically to increase top line for the organization

- Manage and improve profitability of the account

- Ensures continuous improvement in service delivery through Process Improvement Initiatives

Desired Skills :

- Understanding of the Insurance domain in a contact center environment

- Knowledge of leading delivery with Voice business services is mandate. Ability to monitor efficiency parameters (seat utilization / shrinkage / attendance management etc)

- Ability to manage client expectations and drive high eSat / VOC

- Strong financial management acumen. Understanding of P &L

- Strong understanding of contracts and key BPO dynamics governing them

- Strong customer service orientation and client management skills

- Robust experience of driving key customer metrics like NPS/ CSAT

- Fundamentally a strong people manager. Should be able to guide a team to success