Zonal Manager-Contact Centre -North
Designation: Zonal Contact Centre Manager- North /East (22nd July ’17 to 15th Nov ‘18) Star Union Dai-Ichi Insurance.• Responsible for renewal portfolio –North Region. Before moving to North I was handling East Region.• Also taking care of PIVC-Pre Issuance Verification Calling data- North.• Drive organizational strategy; collaborate with conservation, service and sales functions.• Manage daily operations of call centre including sourcing, resource planning and implementing call centre strategies, in line with financial objectives and customer satisfaction.• Develop short and long term plans for the call centre delivery and execute, define responsibilities and develop key performance indicators for contact centers.• Lead a team of tele-callers handling various outbound calling activities.• Drive tele-callers efficiency – renewal collection, contact –ability, sales conversions or surrender retentions.• Actively collate and analyze customer feedback – co-ordinate with team to address issues raised, identify gaps, suggest improvement areas and implement.• Performance Management: Undertake regular one to one meeting, team meetings, training and counseling / coaching sessions to tele-callers.• Daily and periodic updates to ZBD and sales, conservation and operation stake holders through MIS.• Handling Cheque pick up data for PAN India.• Managing HNI customers by customer visit and query resolution.• Define controls for renewal leakages & Analyze data to understand customer behavior .
