TL-Lead-Customer Service-Thane
Birla Sun Life Insurance · Not specified · onsite · Posted 36d ago
Not disclosedFresherfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Key Result Areas
Supporting Actions
Strategic Leadership
Supporting Actions
Strategic Leadership
- Develop and execute a future-focused strategy for the contact centre, ensuring alignment with organizational objectives.
- Drive transformation initiatives to position the contact centre as a strategic enabler of customer satisfaction, loyalty, and retention.
- Anticipate market trends, customer expectations, and technological advancements to stay ahead of the curve.
- Champion a culture of customer obsession by embedding a customer-first mindset across teams.
- Use data-driven insights to personalize customer interactions and address pain points proactively.
- Regularly gather and act on customer feedback to refine service delivery
- Oversee all operational aspects of the contact centre, including staffing, scheduling, agent & service performance management, and compliance.
- Continuously improve key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Average Handling Time (AHT).
- Establish and enforce service level agreements (SLAs) to ensure consistency and reliability in customer interactions.
- Establish a comprehensive performance measurement framework, leveraging advanced analytics to track and improve key KPIs.
- Utilize predictive analytics to forecast demand, optimize resource allocation, and anticipate customer needs.
- Provide actionable insights to drive decision-making and continuous improvement.
- Optimize operational budgets by driving efficiencies, managing resource utilization, and reducing costs without compromising quality.
- Conduct regular financial reviews to ensure alignment with organizational goals and ROI expectations
- Collaborate with cross-functional teams, including marketing, sales, technology, and product teams, to align contact centre goals with broader business priorities.
- Manage vendor relationships to ensure optimal performance from outsourced partners.
- Serve as the primary point of contact for senior leadership, providing regular updates on contact centre performance, challenges, and opportunities
- Spearhead the integration of cutting-edge technologies, such as AI, Generative AI, chatbots, and predictive analytics, to enhance efficiency and customer engagement.
- Leverage automation and self-service solutions to optimize workflows and empower customers.
- Collaborate with technology teams to implement CRM systems, omnichannel platforms, and advanced reporting tools.
- Build, inspire, and lead a high-performing team of managers, supervisors, and agents.
- Design and implement robust training programs to ensure teams are skilled, motivated, and aligned with organizational goals.
- Foster a culture of accountability, collaboration, and innovation
Sourced from foundit
Skills
crm systemsChatbotsdata-driven insightsPredictive AnalyticsGenerative Aiadvanced reporting toolsArtificial Intelligenceomnichannel platformsPerformance measurement framework
About Aditya Birla Sun Life Insurance
Birla Sun Life Insurance
Insurance
23.0k+
employees
2000
26 years old
Mumbai, Maharashtra
India
₹5.7L PA avg
Avg at Aditya Birla Sun Life Insurance
About
Aditya Birla Sun Life Insurance provides life insurance plans for every goal in life which will help you in meeting your protection and financial needs.
Industries
InsuranceFinancial Services
Employee ratings
10 reviews
4.0/ 5
Culture
3.1
Career growth
2.7
Work-life
3.1
Employees rate it well for
Overall Company40Work-Life Balance39
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