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.