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Urgent Hiring for Senior Manager-Inbound Service

6.00 to 10.00 Years   Mumbai City   03 Jan, 2023
Shree Balaji Employment Services Pvt Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryRs 8 - 12 Lakh/Yr
IndustryInsurance
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    Profile: Senior Manager-Inbound ServiceIndustry: General InsuranceCTC: Upto 13 LPAJob Description below:
    • Need 2 + years of experience in managing Call Center / Customer Service team. Overall experience of 6+yrs
    • Manage a team of 50 - 100 FTEs wherein 5-10 TLs / AMs are direct reportees
    • Analyze call center data to improve processes and maximize efficiency and Customer satisfaction
    • Deliver Customer satisfaction metrics such as Service Levels, NPS, FCR, AHT, Productivity, Quality and so on.
    • Deliver on metrics such as Attrition, Schedule Adherence, Shrinkage which contribute in adhering to the SLAs.
    • Manage and lead projects aligned with delivering superior Customer Experience.
    • Conduct Project reviews and Performance reviews with Team Leaders regularly.
    • Driving employee engagement activities to improve productivity & morale and in turn control attrition & absenteeism
    • Collaborate with other departments to facilitate processes required during new product / process launch to ensure a smooth rollout.
    • Review Customer escalations, conducting RCAs, identify & fix gaps by means of training or process re-engineering as required.

Keyskills :
customer satisfactionteam handlingcustomer servicecall centreinbound service

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