Assistant Manager - Digital Business Unit

Position Title

Vendor Manager - Outbound Call Center

Department

Digital Business Unit

Grade

Assistant Manager / Manager

Reports to Direct

Assistant Vice President - DBU

Supervises

NA

Geographic Area Covered

Mumbai & Thane ( Job Location : - Airoli )

Stakeholders Internal

HO Operations, IT

Stakeholders External

Call Center Vendors , Field Sales Team

Process Manager / Business Delivery

Act as client on site

Strategize and drive call center for MoM target achievement via lead generation/appointment fixing.

Planning & managing outsourced Call center for business delivery.

Lead forecasting and call center planning.

Interviewing & certifying outsourced call center Team.

Development & training of call center team.

Managing overall reporting & MIS for all performance parameters.

Managing and tracking MoM data campaign-wise and performance.

Ensuring proper scrubbing of data as per the validations before uploading them to the Call Center CRM.

Working closely with CRM and dialer team to align dialing strategy covering business requirements.

Planning campaign-wise staffing basis analysis of data inflow.

Designing and roll-out of incentive plans at Call center. Track effectiveness in business output.

Calibrate Call center quality on TATA AIA Life's outcome expectation.

Take business input from Call center interactions and VOC and incorporate in customer processes.

Adherence to audit & compliance. Keeping process and call center compliant with TRAI and IRDAI distance marketing guidelines.

Technical

Behavioral .

Level 1

Level 2

Level 3

Interpersonal skills

Communication skills

Creative thinking skills

Supervising/Leadership skills

Teamwork Skills

Influencing skills

Relationship Building skills

Decision making skills

Essential

Desirable

KNOWLEDGE

1. Knowledge of life insurance business and products.
2. Understanding of dialer management and CRM 3. Understanding of outsourcing and vendor management.4. In depth knowledge of Call center operations.

Should have preferably managed Online business for life insurance products.

Inhouse/Outsourced Call center management for Online Self-Sourced business.

WORK RELATED SKILLS

1. Candidate should have Business perspective/strategic thinking intent.
2. Should have managed interaction campaigns - Outbound, Email, SMS etc. 3. Effective written Communication and presentation Skills.4. Good communication skills is essential to liaison with vendor partners.

5. Relationship management with Vendors, Partners, Bank partners and stakeholders.6. Act as leader for the unit

NA

PROFESSIONAL EXPERIENCE

3-5 years of experience in outsourced Call center management and new set-ups.

5-7 years of experience of handling outsourcing call center management preferably in financial products. Online life insurance business management will be an added advantage.

EDUCATION QUALIFICATIONS

Graduate

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