Partnership Contact Centre Manager — North Growth & Ops

ICICI Prudential Life Insurance; Hinoba-an; On-site; PHP 450,000 - 650,000; Full time

Job summary

ICICI Prudential Life Insurance is seeking a Partnership Contact Centre Manager to coordinate communications between business partners and ensure that each party understands the others needs, goals and expectations.

The role involves developing day-to-day objectives, resource planning, KPI analysis, staff coaching, and collaboration with Technology Development, Product Operations and multiple business lines, with travel across cities in India as required.

Responsibilities

• Developing objectives for the Partners Contact Centre day-to-day activities
• Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collecting and analyzing contact centre statistics (sales rates, etc)
• Hire, coach and provide training to personnel to maintain high advisory standards.
• Monitor and improve sales advisory through telephonic skills.
• Evaluate performance with key metrics.
• Prepare reports for different 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 and gain knowledge of a wide range of systems and services.
• Experience working within 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 planned baseline schedules and scope to business.
• Monitor all development, testing and implementation activities ensuring that all phases/aspects of testing are covered based on the project.
• Support managers to ensure we have identified and are measuring KPI’s.
• Proficient in MS Office and presentation tools.
• Open to travel across cities in India (wherever and whenever required).

Job description

ICICI Prudential Life Insurance is seeking a Partnership Contact Centre Manager to coordinate communications between business partners and ensure that each party understands the others needs, goals and expectations.

The role involves developing day-to-day objectives, resource planning, KPI analysis, staff coaching, and collaboration with Technology Development, Product Operations and multiple business lines, with travel across cities in India as required.