Senior Manager - Customer Service - Insurance

We are hiring for a Senior Manager - Customer Service for a leading Insurance Client based in Mumbai. Role details are given below:

Job Purpose

- Manage Contact Center operations

- Manage Distributor Desk and HNI Desk

- Vendor management

- Manage Contact Center Matrices

- External and Internal Quality threshold

- Improve Net promoter score

- Benchmark and implement industry best practices in Outbound and Inbound Contact Center Operations

- Ideate and implement revenue generation possibilities through the Contact Center

Key Responsibilities

- To manage all inbound activities to ensure a clear understanding in order to minimize any potential dissatisfaction, complaints and retention

- To meet and exceed call quality guidelines

- Responsible for Quality framework and SOP

- To take ownership of customer escalation process

- 80 % FTR management

- To meet daily call volumes and achieve abandonment rate and all other key KPI's as agreed in the Service Level Agreements

Qualification

- Graduate/Post Graduate (management graduate preferable)

- Minimum 10 years of experience in Insurance Industry

- Excellent oral and written communication skills