Leader/ Manager - Call Center

Role & Responsibilities

- Supervision and Leadership: Oversee daily operations of the call center, ensuring the team is meeting performance targets, maintaining good relationship with DPs and providing quality customer service. Guide, motivate, and manage a team of key account managers to achieve their individual and collective goals.

- Performance Monitoring and Reporting: Monitor call center metrics, such as call volume, response time, and sales numbers, customer satisfaction scores. Analyze data to identify areas for improvement and ensure that the team is meeting or exceeding key performance indicators (KPIs).

- Problem Resolution and Escalation: Address and resolve complex customer issues or complaints that agents are unable to handle. Serve as the point of escalation for challenging situations and provide effective solutions to enhance customer satisfaction.

- Process Improvement and Strategy Development: Continuously evaluate and improve call center processes, workflows, and technology to optimize efficiency and customer experience. Collaborate with other departments to implement new strategies, tools, or systems that contribute to the call center's success.

Skill Requirements;

- Minimum work experience of 8 years of which proven work experience in Insurance Sales

- Insurance experience / Start up Experience

- Maturity to handle the team

- Should be able to take responsibility of monthly numbers and deliver the same

- Understand and align with the company policies

- Maintain highest level of business hygiene

- Strategize and constantly innovate (if situation demands)

- Should be aware of the market developments

- Maintain good relationship with clients as well as insurance companies

− Preferred industry – BFSI