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Deputy Manager - Customer Care
4-5 years
Gurgaon / Gurugram
1 vacancy
Deputy Manager - Customer Care
Max Life Insurance
posted 2hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Publish MIS and Dashboards daily to monitor closure and resolution TAT.
- WIP management Manage the overall WIP and TAT as per the company grid.
- Able to prepare MBR (Monthly Business review) report monthly.
- Leadership and People Management Ability to motivate, inspire, and guide teams to meet goals and deliver excellent service.
- Coaching and Development Helping team members improve their performance through feedback, training, and career development.
- Excellent c ommunication Skills .
- Customer-Centric Mindset Understanding and anticipating customer needs, ensuring their concerns are addressed in a timely manner.
- Problem-Solving Skills Quickly identifying root causes of problems and creating actionable solutions .
- P erformance Monitoring Regularly reviewing performance indicators (such as CSAT, Net Promoter Scores, response times, etc.) and implementing improvement plans .
- Handling Difficult Situations Managing high-stress or sensitive customer service issues, ensuring calm and effective resolution.
- Ensure adherence to documented processes, procedures and controls
- Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved
- Customer satisfaction scores
- Agent satisfaction scores
- TAT of Customer query resolution as per defined SLA
- 100% compliance to standards.
- Graduate with 4- 5 years experience in operations / customer service .
Employment Type: Full Time, Permanent
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Max Life Insurance Benefits
Job Training 
Soft Skill Training 
Health Insurance 
Work From Home 
Team Outings 
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