▷ (Urgent Search) Assistant Manager - Digital Business Unit
4 weeks ago
Job Description
Role description
Job Description
A.Position Overview
Position Title
Vendor Manager - Outbound Call Center
Department
Digital Business Unit
Grade
Assistant Manager / Manager
B.Organizational Relationships
Reports to Direct
Assistant Vice President - DBU
Supervises
NA
C.Job Dimensions
Geographic Area Covered
Mumbai & Thane ( Job Location : - Airoli )
Stakeholders Internal
HO Operations, IT
Stakeholders External
Call Center Vendors , Field Sales Team
About Department: -
The digital business unit focuses on engaging prospects & customers using online platforms, transforming engagement into customer interest and converting interest into final sales
Purpose of the job: -
Key objective of this position is to manage outsourced call center set for our lead generation process.
Manage relationship with vendor, anchoring recruitment, training, floor governance , caller productivity, call quality & relevant compliances
D.Key Result Areas
Process Manager / Business Delivery
Act as client on site
Strategize and drive call center for MoM target achievement via lead generation/appointment fixing.
Planning & managing outsourced Call center for business delivery.
Lead forecasting and call center planning.
Interviewing & certifying outsourced call center Team.
Development & training of call center team.
Managing overall reporting & MIS for all performance parameters.
Managing and tracking MoM data campaign-wise and performance.
Ensuring proper scrubbing of data as per the validations before uploading them to the Call Center CRM.
Working closely with CRM and dialer team to align dialing strategy covering business requirements.
Planning campaign-wise staffing basis analysis of data inflow.
Designing and roll-out of incentive plans at Call center. Track effectiveness in business output.
Calibrate Call center quality on TATA AIA Life's outcome expectation.
Take business input from Call center interactions and VOC and incorporate in customer processes.
Adherence to audit & compliance. Keeping process and call center compliant with TRAI and IRDAI distance marketing guidelines.
E.Skills Required
Technical
Behavioral .
Level 1
Level 2
Level 3
Interpersonal skills
Communication skills
Creative thinking skills
Supervising/Leadership skills
Teamwork Skills
Influencing skills
Relationship Building skills
Decision making skills
Essential
Desirable
KNOWLEDGE
1. Knowledge of life insurance business and products.
2. Understanding of dialer management and CRM
3. Understanding of outsourcing and vendor management.
4. In depth knowledge of Call center operations.
Should have preferably managed Online business for life insurance products.
Inhouse/Outsourced Call center management for Online Self-Sourced business.
WORK RELATED SKILLS
1. Candidate should have Business perspective/strategic thinking intent.
2. Should have managed interaction campaigns - Outbound, Email, SMS etc.
3. Effective written Communication and presentation Skills.
4. Good communication skills is essential to liaison with vendor partners.
5. Relationship management with Vendors, Partners, Bank partners and stakeholders.
6. Act as leader for the unit
NA
PROFESSIONAL EXPERIENCE
3-5 years of experience in outsourced Call center management and new set-ups.
5-7 years of experience of handling outsourcing call center management preferably in financial products. Online life insurance business management will be an added advantage.
EDUCATION QUALIFICATIONS
Graduate
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