DM - Call center operations

4 weeks ago

Mumbai, India HDFC Life Full time

About the Department

The Persistency department is responsible to retain business by constantly keeping in touch with customers. This includes communicating with customers in order to provide reminders for their policy renewals, managing audits and performing quality checks by ensuring efficiency of the departmental process.

What are we looking for?

We're seeking an experienced Deputy Manager in our Call Centre Operation vertical in the Persistency Team at HDFC Life. The ideal candidate will have a strong background in managing day to day Activities of Call Centre.

Candidate will manage renewal calling and other campaigns through call centres. DM has to ensure that the target assigned is to be driven and achieved through call centre. He should be able plan activities, engage with the calling team, identify their training needs and plan periodic training based on new product release and refreshers as and when required. Manage all the quality standards and Audit requirements as per process. Conduct periodic reviews and providing inputs to the call centres to improve performance.

Manage budget and manpower planning at call centre.

What does the job entail?

Key Responsibilities:

  • Managing calling team at call centre
  • Allocate targets to  call centres  and drive collection through the calling team
  • Keep track of performance and make necessary changes in approach to ensure the targets are met.
  • Identifying training needs and plan training calendar as per requirement
  • Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined target
  • Coordinate with internal teams to ensure the customer queries are resolved in a timely manner
  • Ensuring timely audit and compliance of all legal and regulatory norms.
  • Provide insights on MIS & Dashboard Related Activities.
  • Deliver best in class customer experience leading to customer appreciation

Essential conditions:

  • At least 4  years of experience in BFSI Industry in Managing call centres
  • Planning Renewal calling campaigns through call centre to achieve Collection Targets
  • Driving teams to achieve Renewal Collection Target
  • Good Team and Vendor management skills
  • Graduate
  • Knowledge of Life Asia and Skilled in Excel

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