Head - Operations - Contact Center - BFSI
Published date: 2024/01/10
- Location: Mumbai, Maharashtra, India
Ability to set up and manage inbound and outbound B2C call center
- Drive cost of acquisitions as per the budgets defined
- Drive sales
- Responsible for delivering results against a defined scope of work that includes Profitability, Performance Reporting, Quality Management, and target achievement
- Responsible for efficient recruiting, training, recognition, workflow patterns, performance standards, and staffing levels
- Deliver Operational effectiveness through People engagement, Robust Review Mechanism, Governance with internal teams
- Responsible for Call center strategy, monthly business target planning, execution and delivery
- Manage business units through strategy planning, relationship management & timely initiatives
- Manage various compliance
Desired Candidate Profile :
- Insurance experience / Start up Experience
- Maturity to handle the team
- Should be able to take responsibility of monthly numbers and deliver the same
- Understand and align with the company policies
- Maintain highest level of business hygiene
- Strategize and constantly innovate (if situation demands)
- Should be aware of the market developments
- Maintain good relationship with clients as well as insurance companies
- Drive cost of acquisitions as per the budgets defined
- Drive sales
- Responsible for delivering results against a defined scope of work that includes Profitability, Performance Reporting, Quality Management, and target achievement
- Responsible for efficient recruiting, training, recognition, workflow patterns, performance standards, and staffing levels
- Deliver Operational effectiveness through People engagement, Robust Review Mechanism, Governance with internal teams
- Responsible for Call center strategy, monthly business target planning, execution and delivery
- Manage business units through strategy planning, relationship management & timely initiatives
- Manage various compliance
Desired Candidate Profile :
- Insurance experience / Start up Experience
- Maturity to handle the team
- Should be able to take responsibility of monthly numbers and deliver the same
- Understand and align with the company policies
- Maintain highest level of business hygiene
- Strategize and constantly innovate (if situation demands)
- Should be aware of the market developments
- Maintain good relationship with clients as well as insurance companies
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