Upgrade to Pro Member
Global Talent Search Partner at XL Recruiters
Views:282 Applications:54 Rec. Actions:Recruiter Actions:3
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
2-Step Verification - Action Required
We've updated our security procedures!
Your privacy and security are important to us. We've recently updated our security measures to make iimjobs.com safer and more secure for you. This change requires you to reset your password.
Please reset your password using the link sent to your email. If you did not receive any email, please check your spam folder..
