Call Centre Team Leader

About the Role

The role will be to build and lead the call centre operations for client(s) of CoverStack from strategizing & conceptualizing the business imperatives with the CBO / Business head to the daily running of the call centre to dashboards to taking complete accountability of P&L and customer happiness. The incumbent is responsible for client as well as product success management and must have a deep understanding of call centre management, monitoring business performance metrics and enhancing customer experience / service.

Key responsibilities:

Lead the call centre operations with a keen eye on business performance metrics, productivity and profitability.
Manage day to day call centre operations and be committed to drive sales with improved customer contact experience and growth in revenue.
Manage the customer life cycle from lead generation to various touch points, driving SLAs for complaint management and assisted sales.
Build the team from scratch – manpower planning, rostering, strategy execution for long & short term goals, process detailing – aligned to the client and organization objectives.
Be responsible for P&L for the contact centre, end-to-end processes & customer experience.
Drive improvements in processes to build efficiencies and effectiveness, reduce escalations and ensure quality.
Accomplish call centre objectives on manpower management through recruitment, retention, training, coaching, incentive structuring, disciplining, communicating target expectations, planning, training, appraising and reviewing job contributions, focusing on process & compliance adherence.
Review MI (dashboards, datasheets) and implement recommendations to optimize service quality and delivery.
Prepare and publish dashboard reports periodically to summarize data for business reviews and trends.
Your key qualifications & competencies:

8+ years of Call Centre experience, of which atleast 4+ years in leading teams.
Knowledge of insurance industry is a must.
Should have managed multiple channels / processes – inbound, outbound, email, chat etc.
Ability to interact at all levels; communicate to team & stakeholders.
Language proficiency in English and Hindi is a must
Proficiency in use of MS Excel and have an analytical mind frame to review business metrics
Job Types: Full-time, Permanent

Pay: ₹700,000.00 - ₹1,200,000.00 per year

Jadwal:

Day shift
Tunjangan:

Health insurance
Provident Fund
Upah Tambahan:

Performance bonus
Experience:

Insurance: 4 years (Preferred)
Work Location: In person