We have an Urgent Opening for the Position of Chief Manager- Customer Retention in Leading LIfe Insurance Company.
Responsibilities
- Design and implement a Hybrid Contact Center Model integrating human-assisted and digital channels (bots, IVR, Humanoid calling, WhatsApp enablement, web journeys).
- Lead deployment of Chatbots, Voicebots, IVR automation, workflow engines, and RPA initiatives.
- Identify manual, repetitive processes for redesign and automation.
- Implement speech analytics, automated quality monitoring, and agent performance dashboards
- Improve distribution and agent engagement using digital workflows and communication tools.
- Coordinate with internal teams (Operations, Finance, IT, Product, Compliance).
- Manage and mentor a team of specialists/project managers.
- Drive a culture of innovation, ownership, performance, and customerfirst mindset within the team.