Responsibilities:
Ø Lead team of 15-20 agents/ inbound & outbound customer service/sales call center executive. Overall process management.
Ø Maintain KPIs as per Service Level Agreement (SLA).
Ø Effective Performance Planning for Self & Team.
Ø Motivating and inspiring team to surpass their potential.
Ø To provide Coaching & Feedback to the executive.
Ø Creating sense of ownership within employees and resolve their issues.
Ø Handling escalations calls, queries, complaints for Customers & Client.
Ø Call listening/handling per Process requirement.
Ø Prepare and present team performance to Internal & External stakeholders.
Ø To identify BQM and prepare action plan and work along with Ops Manger for driving performance.
Knowledge/Experience:
Ø At least 4+ years of experience into General/Life Insurance Customer Service.
Ø At least 2 years of team management experience
Ø Should have handled team of at least 15 FTEs
Technical Skills
Ø Excellent skills in MS Excel Office
Ø Preferable knowledge in Life Insurance business
Source: Tata Consultancy Services careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
Tata Consultancy Services is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official com... Read More
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