AM Customer Service

5 - 10 Years

Job Description

We Are having an urgent opening for Assistant Manager Customer Service Contact Center with a leading Life Insurance Company In Mumbai

Designation: Asst Manager Customer Service
Experience: 5+ Years
Location:Thane Mumbai

Roles & Responsibilities:

  • Ensuring inbound & outbound SLAs are met.
  • Drive culture of customer centricity to provide positive customer experience.
  • Doing Forecasting for inbound call center.
  • Background of Vendor Management needed.
  • Possess Knowledge of handling call center activities & billing.
  • Do Root Cause Analysis.
  • Drive Quality/VoC for calls, webchat and emails.
  • Do quality evaluations for calls/emails/web chat & provide feedback.
  • Travel to Vendor Site
  • Conduct Monthly certifications & create test modules.
  • Conduct Trainings for internal teams & Vendor.
  • Analyze training requirements basis feedback received/other observations.
  • Conduct effective and orientation sessions
  • Ensure SOP and Training material is updated on periodic basis.
  • Ensuring Lead generation targets are achieved.
  • Ensures all customer queries are attended to within agreed timelines.
  • Ensure escalation of all un- resolved enquiries to achieve TAT.
  • To prepare email draft/scripts as & when required.
  • Ensure every interaction with the customer is recorded by team members and required VOC scores received.
  • Work in project teams to contribute towards process/systems enhancements.
  • Monitor all MIS are sent on time.
  • Review Daily/Weekly/Monthly activities of the team

Salary: Not Disclosed by Recruiter


Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Back Office/Web/Transaction Processing

Role:Assistant Manager/Manager-(NonTechnical)

Employment Type:Permanent Job, Full Time


Desired Candidate Profile

Please refer to the Job description above

Company Profile

VRS Advisory Services

Executive Talent Search Firm
View Contact Details+

Recruiter Name:Rounaq

Contact Company:VRS Advisory Services