Manager – Call Center (Ecommerce & Digital Marketing)

8 - 13 Years
Mumbai, Navi Mumbai, Mumbai Suburbs

Job Description

Set-up new Call centers for EDM for scaling up seats.
Strategize and drive Call center for MoM target achievement & data conversion.
Strategize and execute projects for Call center efficiency improvement.
Planning & managing outsourced Call center for business delivery.
Lead forecasting and Call center planning.
Interviewing & certifying outsourced Call center Team.
Development & Training of Call center Team.
Managing overall reporting & MIS for all performance parameters.
Managing and tracking MoM data campaign-wise and performance.
Ensuring proper scrubbing of data as per the validations before uploading to the Call Center CRM.
Working closely with CRM and dialer team to align dialing strategy with business requirements.
Planning campaign-wise staffing basis analysis of data inflow.
Designing and roll-out of incentive plans at Call center. Track effectiveness on business output.
Calibrate Call center quality on HDFC Lifes outcome expectation.
Take business inputs from Call center interations and VoC and incorporate in customer processes.
Adherence to audit & compliance. Keeping process and Call center compliant with TRAI and IRDAI distance marketing guidelines.

Salary: Not Disclosed by Recruiter


Functional Area:Financial Services, Banking, Investments, Insurance

Role Category:Operations/Processes

Role:CRM/Customer Service Manager

Employment Type:Permanent Job, Full Time


Desired Candidate Profile

Please refer to the Job description above

Company Profile

HDFC Standard Life Insurance Company Ltd

HDFC Life, one of India’s leading private life insurance companies, offers a range of individual and group insurance solutions. It is a joint venture between Housing Development Finance Corporation Limited (HDFC)
HDFC Life’s product portfolio comprises solutions, which meet various customer needs such as Protection, Pension, Savings, Investment and Health.
HDFC Life has a strong presence in its existing markets with a strong base of Financial Consultants. For more information, please visit our website,
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Contact Company:HDFC Standard Life Insurance Company Ltd