Assistant Manager - Customer Service

A. Position Overview

Position Title

Asst Manager Operations

Department

Customer Service

Level/ Band

NA

B. Role Summary

• All KPIs should be measured across
• Monthly/Weekly Dashboards

C. Organizational Relationships

Reports to

• Manager Operations

Supervises

• NA

D. Job Dimensions

Geographic Area Covered

• Not Specified

Stakeholders Internal

• Contact Center Business Partner
• All Business teams for BAU follow up

External

• NA

E. Key Result Areas (In Bullet points)

• Timely Delivery of MIS and Dashboard to ensure seamless Contact Center Delivery
• Data analytics for relevant update across Email Desk, Inbound and Webchat
• Communication Management through Business processing unit
• Follow up at functional level to ensure customer communication is closed with in TAT

F. Competencies

• Basis information on Insurance
• Decision making
• Solution oriented
• Technology
• Digital Analytics

G. Skills Required

Technical

• Not specified

Behavioral

• Interpersonal skills
• Communication skills
• Creative thinking skills
• Supervising/Leadership skills
• Teamwork Skills
• Influencing skills
• Relationship Building skills
• Decision making skills

H. Incumbent Characteristics

Essential

• Graduation with Insurance subject knowledge BIU

Desired

• Not Specified

Experience

• 5 Years in Insurance, BIU, Operations Management for BFSI