Job Description

Planning and execution of 13M call centre campaigns for Company Customer base. Responsible for SLA TGT to be achieved for T+1 Bucket (Company Channel) & Company at call center. Setting and meeting performance targets for collection FY renewals and revival of lapsed policies to achieve highest persistency levels. Data analytics integration at the partner level Customer life cycle management through call centre, liaise with the Sales leadership team, various teams, EIMA team, etc and drive towards delivering the agreed targets and key metrics. Responsible for Arcis and Value stream Call center FY calling team, coordinate with call center and ensure timely calling is happening. Customer disposition and coordinate with the entire sales team for reverse feedback. Responsible to increase the T Month persistency to 70% Regular follow up on NC, PTP, RTP cases with sales team. One point of contact for all T month persistency, call center update for FY persistency Regular follow up with Persistency coordinators, PS, B&C for FY persistency. Analyze different MIS and provides sales team relevant information ensuring maximum persistency productivity Conducting TNA and conducting training refreshers for call centre callers with the help of the training team. Participating in Sales Review Calls New Process development and existing process improvement. Conducting monthly training refresher