Deputy General Manager

  • Bangalore, Delhi, Kolkata, Gurgaon
  • 19-25 lakh
  • 10-20 years
  • Views
  • 28 Mar 2017

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Manage the TNQ function of 2500 FTE insurance process
Provide Training and quality support, development of metrics and dashboards in line with customer requirements
Ability to lead a team of Managers to drive process training, soft skills training and sales trainings across voice and data processes in the domestic space
Standardize and deploy key components of Transaction Monitoring framework across all processes and sub queue
Drive robust action planning and interventions to meet and exceed client metrics
Strengthen Transaction monitoring and Training quality management processes/framework to improve functional performance
Should have experience in managing Clients at various hierarchy levels to effectively understand and deliver on client expectations
Ability to get out of the box ideas and Process Improvement Initiatives in the process
Should drive Process Control & Compliance in addition to managing Audit requirements
Should ensure Knowledge consistency through means like PKTs, calibrations, Quizzes, D-Sat Scrubbing etc
Should have persuasive, collaborative and influencing skills
Strong interpersonal skills to manage client expectations/engagements effectively
Strong Process Knowledge and Compliance to Multiple Audit Postures

Competencies/Skill sets for this job

Training Support Quality Management Sales

Job Posted By

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