HR Vishva

• Be a strong advocate of the Brand
• Manage a team size of 15 members who would communicate with the customer via emails/calls
• Collaborate with different departments to ensure the worries of the customer/partners are resolved within the agreed TAT
• Ensure process and product timely updates are circulated to the team
• Ensure sales targets are achieved
• Ensure the team is aware about competitor products
• Ensure extensive training programs are conducted for laggards by collaborating with the training and quality teams
• Directly interacting with stakeholders to bridge communication gaps and effective utilization of monthly meets
• Accurate & timely submission of reports - weekly/monthly/ad hoc
• Achieve Quality target of 95%. Ensure analysis is in place to proactively identify any pain areas affecting customers
• Achieve attrition targets and improve employee engagement
• Achieve Shrinkage, Login hours, shift/roster adherence and sales targets
• Should have the ability to motivate the team to achieve their targets
• To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivity
• Maintaining SLA target on a monthly basis to achieve desired KPI’s including absenteeism and attrition within the team
• Compliance to login, log out & scheduled breaks of agents
• Ensure the team does not do miss-selling
• Ability to evaluate calls, coach and provide feedback
• Responsibility for delivery of the defined customer/partner experience in every interaction
• Work very closely with team members to solve customer problems
• Acts as a point of contact for the resolution of customer/partner escalations, enquiries and complaints from external and internal customers/partners
• Ensure all company policies and procedures are implemented consistently and fairly
• Conducting performance appraisals for the team

• Graduates
• Good written & verbal communication
• 2-3 Yrs. experience in insurance industry preferably sales
• Coaching and strong development skills on call listening and providing feedback