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Job Description:
Manage day-to-day operations of the Partnership Contact Centre.
Develop objectives and operational plans for contact centre activities.
Plan resources to maximize employee and technology productivity.
Analyze contact centre statistics, sales rates, and performance metrics.
Hire, coach, train, and develop contact centre personnel.
Monitor and improve sales advisory through effective telephonic skills.
Evaluate team performance using key KPIs and business metrics.
Prepare operational and performance reports for management.
Provide operational support to partners and improve business outcomes.
Collaborate with Technology, Product Operations, and business teams.
About Company:
ICICI Prudential Life is one of India's leading private life insurance companies, providing financial protection and long-term financial planning solutions to individuals and families. The company offers a broad portfolio of life insurance products designed to address protection, savings, investment, retirement, and wealth-related needs. It serves customers through a combination of agency, bancassurance, partnership, and digital distribution channels. The organization has a strong focus on using technology to simplify insurance journeys and improve customer accessibility. Customer experience, service quality, responsible selling, and transparent communication are important areas of its business operations. The company works with multiple partners and distribution networks to expand access to insurance products across India. Its teams operate across sales, marketing, operations, technology, customer service, finance, and other business functions. The organization encourages employees to take ownership of their responsibilities and contribute to business growth. It also emphasizes employee development, collaboration, leadership, and continuous learning. Digital transformation plays an important role in improving operational efficiency and customer engagement. The company uses data and technology to monitor performance and support informed business decisions. Its partnership and contact-centre functions help strengthen relationships with business partners and customers. ICICI Prudential Life continues to focus on innovation and evolving its products and services according to changing customer needs. Through its insurance solutions and distribution network, the company aims to support customers in achieving greater financial protection and long-term security.
