Phi - Specialist - Contact Center (outbound)

Prudential

Mumbai, India
Outbound service campaigns execution
Queue management and staffing
Real-time performance monitoring
Execute and supervise service outbound campaigns via Call, Voice bot etc. (Welcome Call, Service outbound, Peacetime engagement, etc)

Job Summary

  • Execute and supervise service outbound campaigns via Call, Voice bot etc. (Welcome Call, Service outbound, Peacetime engagement, etc).
  • Ensure all outbound activities comply with TRAI regulations, DNC norms, and IRDAI service guidelines.
  • Work with WFM, Training, and Quality teams to improve overall efficiency.

Matching Summary

Execute and supervise service outbound campaigns via Call, Voice bot etc. (Welcome Call, Service outbound, Peacetime engagement, etc).

Skills & Requirements

Must-have

  • Outbound service campaigns execution
  • Queue management and staffing
  • Real-time performance monitoring
  • Service KPIs tracking
  • TRAI regulations and DNC norms compliance
  • Weekly campaign effectiveness reports

Nice-to-have

  • Consumer centric ideas and products
  • Co-creation and collaboration environments
  • Leveraging new age digital tools
  • Agile methodologies
  • Attentive ear to new ideas

Key Requirements

  • 5-7 years Outbound contact center management experience
  • Familiarity with CRM, ACD, Chat platforms
  • RTM and Campaign management skillsets
  • Familiarity with IVR and Dialler queue management
  • Good knowledge of DNC, TRAI guidelines
  • Bachelor's degree from recognized University

Work Rights

Not specified

Tailored Resume

Cover Letter