Job Description

Career OpportunitiesPositionAM - IVC ProcessNo. of Positions1DepartmentOperationsFunctionPolicy Issuance - Pre issuance verification ProcessReporting toManager - PIBand5ALocationGurgaon/ Call Centre Location DelhiLast Date ofSubmissionKey Responsibilities & Indicative time allotmentCustomer on-boarding and Issuance Deliverables - 50%

• Monitor inbound call quality, customer interactions, and adherence to service-level agreements. Supervise and support inbound call centre, ensuring adherence to performance standards. Ensure regular training and process updates to call centre team.
• Manage daily team operations, including agent attendance, shift scheduling, and workflow assignments.
• WIP Management and improvement of Issuance and GO Actionable Resolution TATs.
• Liaison with other support units at Home Office (such as PI, UW, IT, Sales promotion etc) to ensure that all operational issues /help items pertaining to issuance resolved.
• Conduct team huddles and provide real-time updates on process changes and performance metrics. Trainings of Front End callers team, callers on various UW/PI guidelines and any updates.
• Identify areas for process improvement and implement strategies to enhance efficiency and customer satisfaction. Coordinate with stakeholders to fine-tune Interactive Voice Call (IVC) workflows and integrate automation or CRM updates.
• Generate daily, weekly, and monthly reports on call volume, agent performance, and key metrics. Ensure strict compliance with company policies, legal requirements, and industry standards.

MIS and Dashboards -50%

• Business Number Reporting
• Generate daily, weekly, and monthly reports on call volume, agent performance, and key metrics.
• Data reconciliation (Call Volume/ Average Handling Time (AHT)/ First Call Resolution (FCR)/ Agent Utilization
• MIS / Dash boarding. Analyze historical data to predict call volumes, peak hours, and staffing needs.
• Formulation / EXL expertise Quality Score/ Calls Handled per Agent/ Repeat Calls (%).Peak Call Hours
• Expertise in PPT creation and reviews

Desired qualifications and experience:

• Graduate
• 4-6 years of experience in a call center environment, with at least 2 years in a supervisory or managerial role
• Experience of branch Operations and / or Customer acquisition process preferably in Insurance, banking, telecom or MNC service companies.
• Flexible to adapt to dynamic call center environments and manage last-minute operational changes.

Measure of Success:

• Maintain AHT within defined SLA limits/ Resolve 85-90% of customer queries on the first interaction.
• Consistent improvement in Issuance.
• Improvement in NB process.
• Business Number Reporting
• 100% adherence to deadlines for delivering daily, weekly, and monthly reports.

Skills:

• Knowledge of PI and UW
• WIP management
• Communication Skills
• Stakeholder Management
• Expertise in Systems like MS Office (Excel, word, ppt etc)
• MIS Dashboards

Skills:

• Knowledge of PI and UW
• WIP management
• Communication Skills (Written and verbal)
• Stakeholder Management
• Expertise in Systems like MS Office (Excel, word, ppt etc)
• MIS Dashboards

Career OpportunitiesPositionAM - IVC ProcessNo. of Positions1DepartmentOperationsFunctionPolicy Issuance - Pre issuance verification ProcessReporting toManager - PIBand5ALocationGurgaon/ Call Centre Location DelhiLast Date ofSubmissionKey Responsibilities & Indicative time allotmentCustomer on-boarding and Issuance Deliverables - 50%

• Monitor inbound call quality, customer interactions, and adherence to service-level agreements. Supervise and support inbound call centre, ensuring adherence to performance standards. Ensure regular training and process updates to call centre team.
• Manage daily team operations, including agent attendance, shift scheduling, and workflow assignments.
• WIP Management and improvement of Issuance and GO Actionable Resolution TATs.
• Liaison with other support units at Home Office (such as PI, UW, IT, Sales promotion etc) to ensure that all operational issues /help items pertaining to issuance resolved.
• Conduct team huddles and provide real-time updates on process changes and performance metrics. Trainings of Front End callers team, callers on various UW/PI guidelines and any updates.
• Identify areas for process improvement and implement strategies to enhance efficiency and customer satisfaction. Coordinate with stakeholders to fine-tune Interactive Voice Call (IVC) workflows and integrate automation or CRM updates.
• Generate daily, weekly, and monthly reports on call volume, agent performance, and key metrics. Ensure strict compliance with company policies, legal requirements, and industry standards.

MIS and Dashboards -50%

• Business Number Reporting
• Generate daily, weekly, and monthly reports on call volume, agent performance, and key metrics.
• Data reconciliation (Call Volume/ Average Handling Time (AHT)/ First Call Resolution (FCR)/ Agent Utilization
• MIS / Dash boarding. Analyze historical data to predict call volumes, peak hours, and staffing needs.
• Formulation / EXL expertise Quality Score/ Calls Handled per Agent/ Repeat Calls (%).Peak Call Hours
• Expertise in PPT creation and reviews

Desired qualifications and experience:

• Graduate
• 4-6 years of experience in a call center environment, with at least 2 years in a supervisory or managerial role
• Experience of branch Operations and / or Customer acquisition process preferably in Insurance, banking, telecom or MNC service companies.
• Flexible to adapt to dynamic call center environments and manage last-minute operational changes.

Measure of Success:

• Maintain AHT within defined SLA limits/ Resolve 85-90% of customer queries on the first interaction.
• Consistent improvement in Issuance.
• Improvement in NB process.
• Business Number Reporting
• 100% adherence to deadlines for delivering daily, weekly, and monthly reports.

Skills:

• Knowledge of PI and UW
• WIP management
• Communication Skills
• Stakeholder Management
• Expertise in Systems like MS Office (Excel, word, ppt etc)
• MIS Dashboards

Skills:

• Knowledge of PI and UW
• WIP management
• Communication Skills (Written and verbal)
• Stakeholder Management
• Expertise in Systems like MS Office (Excel, word, ppt etc)
• MIS Dashboards

Max Life Insurance