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Assistant Manager Customer Service

2.00 to 5.00 Years   Mumbai City   08 Mar, 2020
Cigna TTK Health Insurance Company Limited
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaSales / BDCustomer Service (International)
EmploymentTypeFull-time

Job Description

Key Responsibilities & Accountabilities :

  • To ensure desired customer delight by providing satisfactory response to customer interaction.
  • To achieve desired contact center business plan results for revenue & costs.
  • Will be based largely out of vendor location ; Belapur/Airoli
  • managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
  • liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
  • maintaining up-to-date knowledge of industry developments and involvement in networks;
  • monitoring random calls to improve quality, minimise errors and track operative performance;
  • coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
  • reviewing the performance of staff, identifying training needs and planning training sessions;
  • recording statistics, user rates and the performance levels of the centre and preparing reports;
  • handling the most complex customer complaints or enquiries;
  • organising staffing, including shift patterns and the number of staff required to meet demand;
  • coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
  • forecasting and analysing data against budget figures on a weekly and/or monthly basis.
  • Constantly monitor & review performance metrics for achievement of

objective.

  • To track & ensure closure of complaints.
  • To effectively manage Contact Center operations for constant performance achievements.
  • Identify relevant training needs of agents and Team Leaders & ensure effective implementation.
  • Effectively manage shift operations.
  • Prepare work/manpower schedules.
  • Prepare contingency plans.
  • Interface with IT/HR/ Training/Quality.
,

Keyskills :
salesmis accountstat bankingcontact center operations call centercontact center trainin

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