chief manager - contact center in chandigarh

posted
contact
randstad india
position type
permanent
apply now

posted
location
chandigarh
function
Banking & finance
position type
permanent
experience
8 To 10
reference number
934796
contact
randstad india
apply now

job description

chief manager - contact center in chandigarh

?- Be responsible for quality of hiring
- Execute improvement initiatives on various processes within Contact Center operations, to increase throughput, reduce error rates and improve quality of customer interactions
- Use NPS and VoC to identify improvement areas. This should then further be prioritized for necessary course correction, wherever needed
- Leverage technology and processes at Contact Center to drive self-service among customers calling in as well as achieve other strategic objectives defined for the channel
- Promote upsell and cross sell among customer and achieve business goals for the company
- Publish detailed BI reports pertaining to all metrics of contact center
- Conduct regular and detailed governance on the performance across the Contact Center ecosystem against benchmarks
- Regular interactions with key stakeholders within AMHI to influence them for enabling delivery at contact center and become promoters for the channel


Key Performance Indicators
1. All defined SLAs for pertaining to voice as well as non-voice transactions
2. Self Service % planned for the channel
3. NPS Scores
4. Up Sell and Cross Sell revenues
5. Quality


Benefits
?Goodwill
Leading/ established Brand
Work Culture


Client Introduction
?Leading Insurance Brand

skills

?Customer Service
Service Operation
Operation Management
Call center management
Business Processing Management

qualification

?Must have exp in Heading the Service, call center management
Graduate- Min 10 Years
Post Graduate - Min 8 Years
Insurance Industry Preferred