GM / DGM Outbound Operations

2COMS Consulting Pvt. Ltd.
  • Vizag
  • 18-30 lakh
  • 11-20 years
  • 540 Views
  • 12 Oct 2016
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  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

YEARS OF EXPERIENCE : 11+ years experience in contact center / outsourcing space
QUALIFICATIONS : Graduate
REPORTING TO : Delivery Leader

KEY RESPONSIBILITIES:

Managing site delivery of large insurance account
Delivery Metrics and contractual SLA management
Day to day Client management
Managing an account of 500 FTEs
Lead all client and internal calls for the process, single point of contact
Direct Workflow, Training and other shared services for optimum functioning of account
Single point of contact for all financial decisions regarding the account
Manage attrition and career planning of all employees within span of control
Grow account strategically to increase top line for the organization
Lead all client and internal calls for the process, single point of contact
Direct Workflow, Training and other shared services for optimum functioning of account
Manage and improve profitability of the account


STRATEGIC INPUTS / SKILLS REQUIRED

At least 5 Years of work-ex of managing outbound contact center processes (Domestic)
Should have experience of creating dialer strategies to optimize business objectives like improving contactability, managing productivity etc.
Should have experience of managing a team of at least 500 agents or more
Strong financial management acumen. Understanding of P&L.
Strong understanding of contracts and key BPO dynamics governing them
Strong customer service orientation and client management skills
Robust experience of driving key customer metrics like NPS
Fundamentally a strong people manager. Should be able to guide a team to success
High IQ and EQ


PREFERRED SKILLS :

Knowledge of Insurance domain
Experience in Outbound operations (Domestic) is mandate.


Competencies/Skill sets for this job

Outbound Point Of Contact Training Insurance Contact Center

Job Posted By

2coms
Manager

About Organisation

2COMS Consulting Pvt. Ltd.