1. Customer Related
Manages daily performance to ensure that all CROs, Team Leads and Assistant Manager-Operations are providing an above-average level of Customer Service to all customers (internal and external).
Meets/exceeds service and quality levels as assigned by Management/Client.
Coordinating with the client on process related issues and updates
Uphold Our Client/Company virtues.
2. Financials Related
Sales target to meet as per process
Ensure profitability of the process
Preparation of budget and process manpower count.
3. People Related
Works with Cross-Functional Teams to ensure that both internal and external customers needs are met.
Optimum utilization of resource to meet productivity.
Identify and organize training programs
Interview candidates to ensure quality of Hire.
Conducting team reviews, submitting progress reports of the team
to the manager and conducting appraisals
Identify key people, mentor leaders
4. Process Related
Manages day-to-day operations of the team, including attendance, attrition and outages, to minimize customer impact.
Coaches and mentors CROs, Team Leads, AMOs
Recommends new ideas for improvement in work processes within the Call Center, to provide excellent customer service.
Accountable for the production and quality targets of the team
Performance Projection of the process
Mining of the account in co-ordination with the Department Head and ensuring the account grows
Desired Candidate Profile
Candidates preferably from Insurance Telesales background
Must able to communicate in Kannada
Excellent communication skills (verbal and written)
Ability to exercise tact and good interpersonal skills
Time management skills
Problem solving skills
Self-motivated and a self-starter
Sound Knowledge of English and other regional language
Excellent client relationship Management skills
Good understanding of the Telecom Domain
Fair Knowledge of Billing and managing P&L