1. Work on manpower planning and call volume forecasting
2. Maintain SLAs (ALSL, attrition, shrinkage, manpower planning, roster & abandoned)
3. Work on inbound and life insurance process
Requirements:
1. Candidates should be aware of SLA (ALSL, attrition, shrinkage, manpower planning, roster & abandoned)
2. Experience in inbound and life insurance process
3. Both male/female candidates can apply
4. Minimum 2 years of IB call center and insurance experience is a must
5. Should have handled a team of 50+ agents indirectly
6. Should know OB sales strategy as well (lead generation/surrender retention)
7. Should be proficient in English and Hindi - both spoken and written
8. Should know IB metrics, i.e., call abandonment rate, first call resolution, TNPS score, CSAT score, service level, outbound connect ratio, etc.
9. Proficient in people management skills
Shiva Consultancy Services is a leading recruitment, staffing & payroll company. In 5 years, we have shaped the careers of over 8500+ professionals and served our services to 30 clients through our active data base of 500000+ professionals. Currently providing services to our clients in 18 cities of India.
