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Global Talent Search Partner at XL Recruiters
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Senior Manager - Customer Service - Insurance (10-15 yrs)
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
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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