• Mumbai City

Job Description:

Its fun to work in a company where people truly BELIEVE in what they are doing!
Were committed to bringing passion and customer focus to the business
Key Responsibilities & Accountabilities
To ensure desired customer delight by providing satisfactory response tocustomer interaction
To achieve desired contact center business plan results for revenue & costs
Will be based largely out of vendor location ; Belapur/ Airoli
managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
maintaining up- to- date knowledge of industry developments and involvement in networks;
monitoring random calls to improve quality, minimise errors and track operative performance;
coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
reviewing the performance of staff, identifying training needs and planning training sessions;
recording statistics, user rates and the performance levels of the centre and preparing reports;
handling the most complex customer complaints or enquiries;
organising staffing, including shift patterns and the number of staff required to meet demand;
coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
forecasting and analysing data against budget figures on a weekly and/ or monthly basis
Constantly monitor & review performance metrics for achievement of
objective
To track & ensure closure of complaints
To effectively manage Contact Center operations for constant performance achievements
Identify relevant training needs of agents and Team Leaders & ensure effective implementation
Effectively manage shift operations
Prepare work/ manpower schedules
Prepare contingency plans
Interface with IT/ HR/ Training/ Quality
Qualified applicants will be considered for employment without regard to age, race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status
We re a global health service company dedicated to helping people improve their health, well- being and sense of security We offer an integrated suite of health services, such as medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products that serve over 95 million customers around the world When you work with us, you ll enjoy a different kind of career - you ll make a difference, learn a ton, and change the way people think about health insurance

Profile Summary:

Employment Type : Full Time
Industry : Recruitment Services
Salary : Not Disclosed
Deadline : 11th May 2020

Key Skills:

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