PHI - Specialist - Contact Center (Inbound & Chat)

Job Description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed. Prudential (UK) in partnership with the HCL group plans to set-up a standalone Indian health insurance company to address the growing healthcare needs of the Indian consumer. This joint venture will combine Prudential's global expertise in insurance and financial services with HCL Group’s experience in technology and healthcare solutions. Prudential, with its longstanding presence in India, already operates two leading businesses in life insurance and asset management with the ICICI Group. Prudential was also the proud sponsor of the 1983 Cricket World Cup, India’s first World Cup Victory! Prudential Health India is a Zero to One team undertaking a no-legacy, greenfield health insurance deployment in India, building journeys that truly empathize with the customer and offer a differentiated experience. To partner with us in this mission, we are looking for a talented Specialist - Contact Center (Inbound & Chat) to join our Customer Service team in Mumbai. Your Typical Week Might Include The Following Supervise Inbound, Service Outbound, and Chat teams for daily operations. Track service KPIs like AHT, SLA, FCR, CSAT/NPS for Inbound, Service outbound and Chat teams Ensure optimal queue management, staffing, and service level achievement. Monitor real-time performance, manage breaks, and ensure adherence to staffing schedules. Conduct regular coaching, huddles, and refreshers. Ensure timely and accurate handling of all customer service queries across touchpoints. Coordinate with Operations, Branch, Claims, Underwriting, Network Hospital, and Tech teams for faster resolution of complex service queries. Act as a bridge between frontline agents and backend processing teams. Act as the first point of escalation for agent or customer concerns. Ensure quality and compliance with call/chat scripts. Use dashboards and live monitoring tools to track agent productivity. Flag and fix issues related to call queues, chat concurrency, and wait times. Identify performance gaps and implement coaching interventions. Work with WFM, Training, and Quality teams to improve overall efficiency. Review CSAT/NPS feedback and agent-level improvements. You Could Be The Right Candidate If You Have 5-7 years of Inbound contact center management experience (call, chat and email process) in health insurance, general insurance or financial services industry. Possess strong analytical skills to identify trend deviations and pain areas for quick redressal. Have familiarity with CRM systems, ACD systems, and Chat platforms. (Salesforce, Avaya, Genesys, Freshdesk, etc.). Have RTM (real-time monitoring) skillsets and familiarity with IVR and Dialler queue and skillsets management Possess analytical ability, people leadership skills and reporting capabilities (Advanced Excel/Power BI basics preferred). Have excellent communication and negotiation skills. Have a bachelor’s degree from a recognized University. Post graduate degree will be an added advantage. Are a highly driven individual who goes that extra mile to deliver an outstanding product to the business team and end users/customers. Have demonstrated the ability to work in a fast paced and hyper-growth environment using agile methodologies where Customer and Distributor expectations can be changing. This could be the gig for you if you… Are passionate about bringing truly consumer centric ideas and products into reality and have an attentive ear listen to new ideas. Thrive in environments that celebrate co-creation and collaboration. Are passionate about leveraging new age digital tools and technologies to transform customer experience. Like to work in a culture where everyone can see what others are doing Take help from others when stuck and encourage others when there are setbacks Take full responsibility for your team’s contribution output while thinking wing to wing across the organization; to solve for the customer. What Can Make You Extra Special If You Have walked extra mile in solving business problems by adopting offbeat path Proven track record of exceeding Service level expectations from stakeholders. Demonstrate visible leadership supporting colleagues in a diverse, inclusive, and collaborative team environment. Be a team player who is goal orientated, committed, and an advocate and early adopter of change. A proven track record working in complex business environments executing and delivering initiatives across multiple domains, stakeholder groups and technology solutions. We are keen to listen to your story; doesn’t matter if you tell these stories with a sigh or with excitement. We respect both versions. Truly. If you think this is the one for you, drop in a line with your story at careers@prudentialhealth.in . We are eager to catch-up! Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements. Show more Show less