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Operations Manager - Inbound Call Centre

Fresher   Indore   21 Jan, 2026
ICICI LOMBARD GENERAL INSURANCE CO LTD
Job LocationIndore
EducationNot Mentioned
SalaryNot Disclosed
IndustryInsurance
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Functional /Business Responsibilities: Monitoring and ensuring all the performance parameters of the team (individual / team) such as such as attrition, shrinkage, AHT, first call resolution, Customer satisfaction etc. as per set standards Calibrating across their TLs and other supervisors on the floor to ensure service quality and weed out any inefficiencies or partialities Establish work procedures and processes that support company and departmental standards and strategic directives Clearly define responsibilities for all levels and develop key performance indicators/goals & ensure effective and efficient operation of the call center Identify training / coaching needs of the team members and provide the same to the Team leader Assist the Site Head in ensuring that a healthy, performance oriented and positive culture prevails in the Call Center Assist the Site Head in ensuring work-as-usual in absence of a peer i.e., another Managers absence on the floor

Keyskills :
analytical skillspeople managementprogramme assuranceproject managementstakeholder managementreforming

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