Call Center Manager - Mumbai (Intellion Square - HO)

JOB DESCRIPTION POSITION Call Center/communication manager DESIGNATION Senior Manager/Chief Manager POSITION GRADE Level 4/5 DEPARTMENT Business Retention and Excellence SUB DEPARTMENT Call Centre and Communication REPORTING POSITION DOTTED LINE REPORTING TO NO. OF POSITIONS REPORTING IN MANAGEMENT LEVEL OBJECTIVE OF THE ROLE 1. Communication Management & Framework Enhancement (30% weightage) Manage all ad‑hoc and scheduled communications across the BRE team, ensuring clarity, timeliness, and consistency. Design and execute innovative communication strategies to enhance stakeholder engagement and operational efficiency. Continuously evaluate and improve the BRE communication framework, identifying opportunities to streamline processes and enhance effectiveness. Collaborate with cross‑functional teams to ensure alignment, accuracy, and compliance in all communications. 2. End‑to‑End Call Center Management (70% weightage) Oversee daily operations of the renewal call center, ensuring adherence to quality standards, scripts, and compliance guidelines. Drive call center performance to achieve renewal collection targets (mainly lapse and deep lase buckets) and improve customer retention metrics like NPS. Implement process improvements to enhance agent productivity, customer experience, and operational throughput. Monitor KPIs and dashboards, conduct performance reviews, and provide actionable insights for continuous improvement. KEY RESPONSIBILITIES Weightage TOTAL 100% INTERACTIONS REQUIRED QUALIFICATION AND SKILLS Educational Qualifications: Bachelor’s degree (preferably BCOM/MBA) Work Experience: At least 3-5 years of relevant call center/communication experience in Life Insurance or related industry Certifications: Other skill set: DATE APPROVED BY (HOD) APPROVED BY (HR)