Manager – Call Center

The Job Role:

The person will be responsible to ensure efficient and effective management of inbound, outbound and outreach calls, handling customer queries and complaints and improving the overall customer experience.

Principle Accountabilities:

• Responsible for managing the operations of the inbound, outbound and outreach calls.
• Develop and execute strategies to enhance the call center’s operational efficiency and productivity.
• Ensure adherence to standard operating procedures (SOPs) and quality control measures to maintain a high level of customer service.
• Develop and implement call center policies, procedures, and standards to ensure consistent and high-quality customer service.
• Manage the inbound and outbound call center’s operations to meet service level agreements (SLAs) and handle escalations
• Ensure that all customer inquiries, complaints, and requests are resolved in a timely and satisfactory manner and handle escalations and complex issues raised by customers.
• Monitor and evaluate the performance of call center agents, providing feedback and coaching to support their ongoing development and success
• Focus on the development of customer outreach vertical and ensure adherence to established protocols and that customer satisfaction is maximized
• Optimize utilization of call center resources to enhance operational efficiency and customer experience
• Conduct regular analysis to identify areas of improvement for call center performance and operations.
• Identify innovative means to improve the NPS.

Qualifications and Experience

• A Bachelor’s degree in Business Administration, any other relevant discipline from a recognized University.
• A Full/ Part qualification in recognized professional institute will be an added advantage.
• MBA or equivalent qualification will be an added advantage
• Minimum 03-04 Years in Assistant Manager, with 10+ years overall experience preferably in Insurance industry.
• Extensive expertise in call center operations and deep understanding of customer service.
• Exceptional interpersonal, decision making and problem-solving skills
• Strong adaptability, work under pressure and capacity to work in fast-paced environments.