- Manage day-to-day inbound call center operations to ensure smooth service delivery.
- Monitor call center performance against agreed SLAs, KPIs, and quality standards.
- Handle customer escalations and ensure timely resolution of issues.
- Coordinate with third-party vendors to ensure operational efficiency and service excellence.
- Track vendor performance, conduct regular reviews, and drive improvement initiatives.
- Ensure compliance with company policies, contractual obligations, and regulatory requirements.
- Prepare and analyze MIS reports, productivity metrics, and performance dashboards.
- Collaborate with internal stakeholders to address operational challenges and improve customer experience.
- Optimize workforce planning, resource utilization, and process efficiency.
- Support cost management and continuous improvement initiatives across call center operations and vendor partnerships.
📌 Manager - Customer Services (Jaleswar)
🏢 TATA AIG General Insurance Company
📍 Jaleswar
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