Manager - Contact Center - Insurance

Job Description: Manager Contact Centre

Location: BANGALORE

Experience: 7 to 10 Years of experience in managing a sales contact centre.

What will your role look like?
 Set up a best in class Contact Centre (Outbound and Inbound – Voice and Non-Voice) offering best in
class insurance products to Chqbook customers.
 Impact on the entire lifecycle of a customer includes telesales, contact centre operations, complaint
management, cross-selling and upselling, reducing customer churn and managing the cost of service.
 Achievement of ambitious sales targets by timely planning and execution of sales programs.
 Innovate and create operating efficiency and yield improvement enhancing opportunities to increase
revenue.
 Manage adequate staffing and scheduling by recruiting the right resources who are revenue-oriented
and high on integrity. Be a trainer, coach and motivator.
 This role is a P&L responsibility and the incumbent will closely work with the senior management.

Who are we looking for?

 Reasonable knowledge and understanding of banking and insurance products (Loans, Credit Cards
etc).
 Experience in Outbound Sales Contact Centre Management and Operations Management.
 Must have past experience of managing a direct telesales team of minimum of 50 employees
 Understanding of telesales channel, caller dynamics and multiple access channels.
 Deep understanding of call centre tools, systems and processes especially CRM, ACD, CTI, and Chat tools.
 Strong delivery focus and end result orientation
 Strong conception skills to conceive, build and execute strategies, problem-solving and providing at
scale while keeping in mind the reality of day to day deliverables.
 Strong bias towards customer satisfaction and empowerment.
 Maximum age: 35 years