Operations Manager - Final Expense

MARS BPO

Multiple Cities, Pakistan

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Posted 2 hours ago 11 views Report Job

PKR. 100,000 - 150,000/Month

Mars BPO is seeking an experienced Operations Manager to oversee and lead the Final Expense (FE) Insurance Campaign. The successful candidate will be responsible for ensuring operational efficiency, driving performance, managing team leaders and agents, and delivering exceptional client satisfaction. This role requires a strong background in the BPO sector, with specific expertise in managing Final Expense insurance campaigns.

Key Responsibilities:

Campaign Management:
Oversee the day-to-day operations of the Final Expense (FE) campaign, ensuring alignment with client goals and KPIs.
Develop and implement strategies to enhance productivity, service levels, and customer experience.
Monitor and manage workflow processes, ensuring compliance with industry standards and client expectations.
Collaborate with client representatives to manage expectations, report performance, and drive campaign success.
Team Leadership:
Lead, mentor, and motivate a team of supervisors, agents, and support staff to meet or exceed performance targets.
Conduct regular team meetings, performance reviews, and feedback sessions to ensure continuous improvement.
Identify training needs and work with the training department to develop skill enhancement programs.
Performance Tracking & Reporting:
Analyze campaign data to assess performance metrics, such as call volume, conversion rates, and customer satisfaction.
Provide detailed performance reports to senior management and clients, including actionable insights to optimize operations.
Ensure that SLAs (Service Level Agreements) and KPIs are met consistently, with a focus on quality assurance.
Process Improvement:
Continuously review operational processes to identify areas of improvement and implement best practices.
Work closely with quality assurance teams to ensure that all operations meet regulatory and compliance standards.
Drive process automation and technology integration to enhance efficiency.
Client Relationship Management:
Act as the primary point of contact for the client on all operational matters related to the FE campaign.
Manage and nurture relationships with clients, addressing concerns proactively and ensuring high levels of satisfaction.
Lead regular client review meetings to discuss progress, challenges, and future strategies.
Budget & Resource Management:
Manage the operational budget, ensuring cost-effectiveness and maximum resource utilization.
Optimize staffing levels based on campaign requirements and forecasted volumes.

Required Qualifications:

Bachelor's degree in Business Management, Operations, or a related field (MBA preferred).
5+ years of experience in BPO operations, with at least 3 years in a leadership role managing Final Expense (FE) insurance campaigns.
Strong understanding of the Final Expense insurance market, including sales cycles, lead generation, and customer retention strategies.
Proven ability to manage large teams and complex operations while meeting or exceeding KPIs.
Exceptional communication, interpersonal, and client management skills.
Experience with CRM tools, reporting software, and contact centre management systems.
Strong analytical skills with the ability to interpret data and generate actionable insights.
Ability to work in a fast-paced environment and adapt to changing client needs.

Preferred Skills:

Experience working with U.S.-based clients, specifically in the insurance sector.
Familiarity with call center technology and tools, including dialers, performance dashboards, and workforce management systems.
Expertise in team development, coaching, and performance optimization.
Knowledge of compliance and regulatory requirements in the insurance industry.

Skills

Team Management Sales Operations Telemarketing Skills

Job Details

Industry:

Call Center

Functional Area:

Telemarketing

Total Positions:

1 Post

Job Shift:

First Shift (Day)

Job Type:

Full Time/Permanent

Job Location:

Islamabad, Rawalpindi, Pakistan

Gender:

No Preference

Age:

18 - 40 Years

Minimum Education:

Intermediate/A-Level

Career Level:

Experienced Professional

Minimum Experience:

5 Years

Apply Before:

Nov 13, 2024

Posting Date:

Oct 12, 2024

MARS BPO

Call Center · 51-100 employees - Islamabad, Rawalpindi

pWe have great opportunities for the people who want to build their career and who want to achieve their goals and get higher earnings.MARS BPO is the only company who is paying highest salaries in Pakistan with good career opportunities./p