Assistant Manager - Customer Service

A. Position Overview

Position Title

Asst Manager Operations

Department

Customer Service

Level/ Band

NA

B. Role Summary :

All KPIs should be measured across

Monthly/Weekly Dashboards

C. Organizational Relationships

Reports to

Manager Operations

Supervises

NA

D. Job Dimensions

Geographic Area Covered

Stakeholders Internal

Contact Center Business Partner and all Business teams for BAU follow up

External

NA

E. Key Result Areas ( In Bullet points )

Timely Delivery of MIS and Dashboard to ensure seamless Contact Center Delivery.

Data analytics for relevant update across Email Desk , Inbound and Webchat

Communication Management through Business processing unit

Follow up at functional level to ensure customer communication is closed with in TAT

F. Competencies : Basis information on Insurance, decision making Solution oriented, Technology, Digital Analytics

G Skills Required

Technical

Behavioral *

Essential

Desired

Interpersonal skills

Yes

Communication skills

Yes

Creative thinking skills

Yes

Supervising/Leadership skills

Yes

Teamwork Skills

Yes

Influencing skills

Yes

Relationship Building skills

Yes

Decision making skills

Yes

H Incumbent Characteristics

Essential

Desired

Qualification

Graduation with Insurance subject knowledge BIU

Experience

5 Years in Insurance , BIU, Operations Management for BFSI