General Manager- Operations

Flexi Partners
  • Bangalore
  • 30-35 lakh
  • 7-12 years
  • Views
  • 13 Jan 2017

  • Customer Service

  • Insurance
Job Description

Lead inbound and outbound call center functions to deliver sales and service propositions which align with business strategies, achieving customer satisfaction and financial objectives. In short, to manage core relationships with our call centers
Ensure the delivery of effective and qualitative response to customers (voice and non-voice). Setting high standards of service by making the most effective and efficient use of call-center staff and technology resources
Work with outsourced call center managers to clearly define their responsibilities and develop key performance indicators/goals to ensure effective and efficient operation of the call center
Develop short and long-term plans for the call center delivering direction, process improvement, human resource capability and organization support
Analyzing performance, highlighting problem areas and identifying improvement actions
Driving improvement projects to improve performance against targets
Develop, manage and report on functional budgets
Actively collate and analyze Customer Feedback - work with the respective Business units to address issues raised
Undertake regular one to one meeting, team meetings, training and counseling / coaching sessions for all direct reports, conducting regular performance appraisals
Actively supporting company policy and best practice in the area of security, with particular emphasis of protection of sensitive customer information.
Age-38 yrs
Proven call center management experience, including a clear understanding of call center and CRM packages and technology
Developed skills in planning and organizing large service delivery functions
Managing external vendors will be an added advantage
An ability to think and act at a strategic level

Job Posted By

Neetha Poojary
VP Talent Search

About Organisation

Flexi Partners