Manager-II - e-Commerce North

ICICI Prudential Life Insurance; India; On-site; INR 800,000 - 1,100,000; Full time

Job summary

ICICI Prudential Life Insurance is seeking a Partnership Contact Centre Manager to oversee day-to-day operations, align partner needs, and drive service excellence across multiple cities in India.

You will develop objectives, plan resources, analyze metrics, coach staff, and collaborate with Technology Development, Product Operations, and lines of business to deliver high-quality advisory services. Open to travel across India.

Qualifications

• Experience in a fast-paced, mission-critical environment.
• Focus on employee development and technical training.
• Travel across cities in India may be required.

Responsibilities

• Develop objectives for the Partners Contact Centre day-to-day activities.
• Conduct effective resource planning to maximize productivity of people and technology.
• Collect and analyze contact centre statistics (sales rates, etc.).
• Hire, coach and train personnel to maintain high advisory standards.
• Monitor and improve sales advisory through telephonic skills.
• Prepare reports for different departments and senior management.
• Provide complete operational support to Partners to enhance the business.
• Escalate deviations from planned baseline schedules and scope to business.
• Monitor development, testing and implementation activities ensuring testing phases are covered.
• Support managers to ensure KPI measurement.
• Proficient in MS Office and presentation tools.

Skills

Communication skills

Leadership

MS Office

Presentation skills

Employee development

Tools

MS Office

Presentation tools

Job description

Theprimary duties of a Partnership Contact Centre manager are to facilitatecommunication between businesses. The partnership manager overseescommunication between each entity and ensures that each business hears theothers needs, goals and expectations.

JobDescription

• Developing objectives for thePartners Contact Centre day-to-day activities
• Conducting effective resourceplanning to maximize the productivity of resources (people, technology etc.)
• Collecting and analyzing contactcentre statistics (sales rates, etc)
• Hire, coach and provide trainingto personnel to maintain high advisory standards.
• Monitor and improve salesadvisory through telephonic skills.
• Evaluate performance with keymetrics.
• Prepare reports for differentdepartments and senior management.
• Provide complete operationalsupport to Partners to enhance the business.
• Opportunity to partner withTechnology Development, Product Operations and all lines of business and gainknowledge of a wide range of systems and services.
• Experience working within afast-paced mission-critical environment.
• Be focused on employeedevelopment and technical training.
• Provide Managerial Excellenceand Effective Leadership to development teams.
• Escalate deviations from plannedbaseline schedules and scope to business.
• Monitor all development, testingand implementation activities ensuring that all phases/aspects of testing arecovered based on the project.
• Support managers to ensure wehave identified and are measuring KPI’s.
• Proficient in MS Office andpresentation tools.
• Open to travel across cities inIndia (wherever and whenever required).