Call Center Head

About the role

The role will be to build and lead the call centre operations for client(s) of CoverStack from strategizing & conceptualizing the business imperatives with the CBO / Business head to the daily running of the call centre to dashboards to taking complete accountability of P&L and customer happiness. The incumbent is responsible for client as well as product success management and must have a deep understanding of call centre management, monitoring

business performance metrics and enhancing customer experience / service.

Key responsibilities:

• Lead the call centre operations with a keen eye on business performance metrics, productivity and profitability.
• Manage day to day call centre operations and be committed to drive sales with improved customer contact experience and growth in revenue.
• Manage the customer life cycle from lead generation to various touch points, driving SLAs for complaint management and assisted sales.
• Build the team from scratch manpower planning, rostering, strategy execution for long & short term goals, process detailing aligned to the client and organization objectives.
• Be responsible for P&L for the contact centre, end-to-end processes & customer experience.
• Drive improvements in processes to build efficiencies and effectiveness, reduce escalations and ensure quality.
• Accomplish call centre objectives on manpower management through recruitment, retention, training, coaching, incentive structuring, disciplining, communicating target expectations, planning, training, appraising and reviewing job contributions, focusing on process & compliance adherence.
• Review MI (dashboards, datasheets) and implement recommendations to optimize service quality and delivery.
• Prepare and publish dashboard reports periodically to summarize data for business reviews and trends.

Preferred candidate profile

• 8+ years of Call Centre experience, of which atleast 4+ years in leading teams.
• Knowledge of insurance industry is a must.
• Should have managed multiple channels / processes inbound, outbound, email, chat etc.
• Ability to interact at all levels; communicate to team & stakeholders.
• Language proficiency in English and Hindi is a must.
• Proficiency in use of MS Excel and have an analytical mind frame to review business metrics