To handle Call Center Customer Service Process, a team of Agents who work on live calling activity.
Assisting in the daily operation of the call centre to ensure KPIs are met and maintained in line with company defined objectives.
Ensuring the process is compliant with the agreed quality guidelines.
Ensuring customer complaints are actioned and resolved as per service guidelines.
Assisting in the development and implementation of projects to improve performance against targets.
Assisting in the analysis of performance and identification of improvement areas.
Understanding the regulatory, fair trading and competition rules relating to the role enough to be able to comply with them.
Seeking specialist support where appropriate.
Actively supporting company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information.
Assisting in budgetary management.
Salary:INR 5,00,000 – 7,00,000 P.A.
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Team Management Customer Complaints Call Center telemarketing call center sales telesales outbound sales inbound sales inbound selling inbound business development
Desired Candidate Profile:
Any Graduate(Qualified) or Post Graduate(Qualified)
Excellent Commskills(English & Hindi)
Good written and oral communication skills & convincing skills.
Experience in managing large teams
Ready for Rotational Shifts/weekoffs
Ability to train, motivate and provide feedback to staff in a team environment.
Negotiation and facilitation skills.
Planning and organizational skills.
Sound knowledge on ivr, CRM, Dialer, Work Force Mgt
Excellent analytical skills
6+ years industry experience. (preferable exp in Call Center Process)
Hands on experience of managing inbound/outbound/chat processes
Should have managed a team of more than 20 FTEs and corresponding supervisors/support staff
Proven track record with people, processes and performance.
Important Note : Candidates already interviewed for any other process in ICICI Lombard are not eligible for this particular process
UG: Any Graduate – Any Specialization
ICICI Lombard General Insurance Company Limited
ICICI Lombard GIC Ltd. is one of the leading private sector general insurance companies in India. We are a joint venture between ICICI Bank Limited and Fairfax Financial Holdings Limited, a Canada based diversified financial services company. We have won many accolades and awards on various platforms, including the recently won Ã¢â‚¬Å“Best Social Media Integrated Campaign AwardÃ¢â‚¬Â� and Ã¢â‚¬Å“’Non-Life Insurer of the Year’. We are well known for our innovative products, marketing strategies, focus on technology and exemplary customer services.
Recruiter Name:Pratap SVR
Contact Company:ICICI Lombard General Insurance Company Limited