Job Role:<ul><li>Monitor outbound contact center performance, ensuring customer assistance when necessary.</li><li>Take ownership of escalations, coordinating with relevant parties until resolution.</li><li>Evaluate call quality, provide feedback, and support team development.</li><li>Conduct product and service training sessions as needed.</li><li>Collaborate with management to support informed decision-making.</li><li>Achieve team KPIs, meet SLAs, and fulfill responsibilities efficiently.</li><li>Analyze and present weekly/monthly performance reports.</li><li>Conduct gap and trend analyses to improve customer experiences.</li><li>Utilize data to forecast and support strategic decision-making.</li><li>Propose initiatives based on identified trends and gaps.</li><li>Implement corrective and preventive actions when required.</li><li>Collaborate across departments to analyze customer profiles and behavior.</li><li>Monitor customer feed back and align initiatives with customer expectations.</li><li>Suggest proactive improvements to enhance the customer journey.</li><li>Maintain accurate and diligent data reporting.</li></ul>Job Pre-Requisites:<ul><li>Bachelor's degree or equivalent qualification in Business Management.</li><li>Professional certifications in Customer Experience are an added advantage.</li><li>Minimum of 3 years of experience in a contact center, preferably in a similar capacity.</li><li>Prior experience in the insurance industry is advantageous.</li><li>Proven experience in managing and developing a team.</li><li>Proficiency in MS Office applications is essential.</li></ul>