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Deputy Manager - Customer Connect - Call Center Operations

3 - 8 YearsMumbai

Posted: 11 days ago

Job Description

Roles and Responsibilities
  • Responsible for managing the email and web chat touch points.
  • Meet the service deliverables as agreed with the vendor and in house teams on service, quality and efficiency metrics.
  • Access management ID creation; deletion and monthly reconciliation.
  • Coordinating with multiple stakeholders for ensuring the inter department dependent interactions are resolved within TAT.
  • Validating the reports shared by the vendor and highlight anomalies .
  • Preparing monthly reviews and assessing the performance at the call center and accordingly ensuring call center occupancy.
  • Conducting transactional and mystery audits.
  • Assess the process on an ongoing basis and coming up with process improvements .
  • Conducting team reviews (in-house and vendor) and providing constructive feedback.
  • Will be involved in multiple cross functional projects.

Candidate Requirement: -

  • Graduate with minimum 3-5 years experience into Call Centre operations.
  • Industry preferred : BPO/ Call Centre /BFSI

Salary: INR 3,75,000 - 5,50,000 P.A.
Industry: Insurance
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Voice
Role: Assistant Manager/Manager -(NonTechnical)
Employment Type: Permanent Job, Full Time

Company Profile

HDFC Standard Life Insurance Company Ltd
HDFC Standard Life Insurance Company Ltd. is one of India's leading private life insurance companies, which offers a range of individual and group insurance solutions. It is a joint venture between Housing Development Finance Corporation Limited (HDFC Ltd.), India's leading housing finance institution and The Standard Life Insurance Company, a leading provider of financial services from the United Kingdom. Both the promoters are well known for their ethical dealings and financial strength and are thus committed to being a long-term player in the life insurance industry.
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Contact Details

Recruiter Name:Vasundhara Joshi

Contact Company:HDFC Standard Life Insurance Company Ltd