Deputy Manager / Assistant Manager need to exceed business objectives and ensure consistent achievement of all financial and operational KRAs.
Responsible for the delivery of overall operational metrics & sales targets
To proactively maintain regular engagement with key client contacts in line with client expectations.
Duties and responsibilities
Responsible for the day-to-day function of Outbound process.
Monitor call center operations and ensure high quality of services.
Generating innovative ideas that are cost-effective ensuring profitability to the company.
Maintain knowledge on various best industry practices and develop associated strategies, analyze processes and recommended new technologies for incorporation in system.
Ensuring that the team is well equipped, well trained, and motivated to meet the service level agreement of the company.
Weekly review with clients for the Target & Service level
Interacting with Stakeholder for forecasted Billing & Retention
Maintain knowledge on various best industry practices and develop associated strategies
Manage Attrition in the account, drive retention initiatives on the floor to manage tenured and experienced employees
Co-coordinating with software development team for improvisation of CRR.
Adhering client requirements, manage Client relationship independently, work with the client organization well to ensure target scores are met in the account
To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams.
Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call centre management experience Strong commercial understanding and previous accountability for profit targets
Setting and reviewing Quality performance standards
Ability to manage and influence key stakeholders
Strong leadership skills and ability to ensure team understands job and business requirements and build team empowerment.
Good experience in client management & passionate about customer experience.
Sound understanding of Operations & Delivery, coming with a strong background in managing contact center Operations and proven delivery experience.
Excellent interpersonal and communication skills.
Qualifications
Qualification: Any Graduate.
Preferred Female Candidate.
Experience: Minimum 4 years of experience as an Operations (expertise in Insurance/ Sales & Renewals contact Centre).