Manager-II - e-Commerce West

ICICI Prudential Life Insurance; Pune District; On-site; INR 900,000 - 2,100,000; Full time

Job summary

ICICI Prudential Life Insurance is seeking a Partnership Contact Centre Manager to oversee partner communications and ensure both sides hear needs and goals in a fast-paced environment.

You will set daily objectives, plan resources, analyze contact centre data, hire and coach staff, monitor KPI performance and collaborate with Technology Development, Product Operations and other lines of business, with travel as needed.

Qualifications

• Experience managing contact centre teams in a partner-focused environment.
• Ability to analyze metrics and drive improvements in service quality.
• Willingness to travel across cities in India.

Responsibilities

• Develop daily objectives for the partnership contact centre.
• Conduct resource planning to maximize productivity.
• Collect and analyze contact centre statistics (sales, calls, etc.).
• Hire, coach and train personnel to maintain advisory standards.
• Monitor and improve sales advisory through telephonic skills.
• Evaluate performance with key metrics.
• Prepare reports for departments and senior management.
• Provide operational support to partners to enhance business.
• Collaborate with Technology Development, Product Operations and other lines of business.
• Ensure testing and implementation phases are covered per project.
• Identify and measure KPI performance and ensure alignment.

Skills

Leadership

Communication

Resource planning

Staff coaching

Data analysis

MS Office / presentation tools

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 a fast-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).