Manager-II - e-Commerce North

ICICI Prudential Life Insurance; Uttar Pradesh; 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 partner communications and ensure alignment with business goals. The role involves developing objectives, coordinating resources, and driving KPI-focused performance.

You will lead and train staff, monitor sales advisory quality, and provide operational support across Indian cities, with travel as required to maintain high advisory standards and strong leadership.

Responsibilities

• Developing objectives for the Partners Contact Centre day-to-day activities
• Conducting effective resource planning to maximize productivity
• Collecting and analyzing contact centre statistics
• Hire, coach and train personnel to maintain high advisory standards
• Monitor and improve sales advisory through telephonic skills
• Evaluate performance with key metrics
• Prepare reports for departments and senior management
• Provide complete operational support to Partners to enhance the business
• Opportunity to partner with Technology Development, Product Operations and all lines of business
• Experience in a fast-paced mission-critical environment
• Be focused on employee development and technical training
• Provide managerial excellence and effective leadership to development teams
• Escalate deviations from 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
• Open to travel across cities in India

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).