PHI - Specialist - Contact Center WFM
PHI - Specialist - Contact Center WFM
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Job Description
Prudentials purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured for our people customers and partners. We provide a platform for our people to do their best work and make an impact to the business and we support our peoples career ambitions. We pledge to make Prudential a place where you can Connect Grow and Succeed.
Prudential (UK) in partnership with the HCL group plans to setup a standalone Indian health insurance company to address the growing healthcare needs of the Indian consumer.
This joint venture will combine Prudentials global expertise in insurance and financial services with HCL Groups experience in technology and healthcare solutions.
Prudential with its longstanding presence in India already operates two leading businesses in life insurance and asset management with the ICICI Group. Prudential was also the proud sponsor of the 1983 Cricket World Cup Indias first World Cup Victory!
Prudential Health India is a Zero to One team undertaking a nolegacy greenfield health insurance deployment in India building journeys that truly empathize with the customer and offer a differentiated experience.
To partner with us in this mission we are looking for a talented Specialist Contact Center WFM to join our Customer Service team in Mumbai.
Your typical week might include the following:
- Forecast inbound and outbound call/chat/email volumes based on historical and seasonal trends.
- Create monthly and seasonal volume forecasts considering health insurance seasonality (renewal months disease surges epidemics etc. impacting claims).
- Plan staffing needs and shift rosters to ensure Inbound and Outbound process requirements.
- Ensure optimal queue management staffing and service level achievement by creating agent schedules considering call volume patterns shrinkages (leaves absenteeism) and campaign spikes.
- Monitor live service levels across channels and realtime adherence to staffing schedules.
- Act quickly to rebalance queues modify break schedules and escalate if thresholds are breached.
- Generate daily weekly and monthly reports on occupancy utilization adherence AHT SLA etc.
- Track service KPIs like Contact rate AHT SL FCR CSAT/NPS across Outbound Campaigns
- Analyze staffing efficiency and recommend optimizations.
- Analyze variances between forecasted and actual volumes.
- Use WFM solutions like Genesys WFM NICE IEX Verint or internally developed Excel models.
- Use dashboards and live monitoring tools to track agent productivity.
- Prepare reports for leadership on staffing efficiency.
- Work with Contact Center and other relevant stakeholders to improve overall efficiency.
You could be the right candidate if you:
- Have 57 years of experience in Contact Center workforce management role in health insurance general insurance or financial services industry.
- Have knowledge of key Inbound and Outbound Contact center dynamics
- Have displayed efficiency in creating forecasts and trends
- Have strong analytical skills to identify trend deviations and pain areas for quick redressal.
- Have familiarity with CRM systems ACD systems and Chat platforms. (Salesforce Avaya Genesys Freshdesk etc.).
- Have familiarity with IVR and Dialler queue and skillsets management
- Hold expertise in NICE Genesys WFM Verint Avaya or similar WFM tools.
- Have analytical ability and reporting capabilities (Advanced Excel Power BI or Tableau etc.) along with a problemsolving acumen.
- Have excellent communication skills.
- Have a bachelors degree from a recognized University. Post graduate degree will be an added advantage.
- Are a highly driven individual who goes that extra mile to deliver an outstanding product to the business team and end users/customers.
- Have demonstrated the ability to work in a fast paced and hypergrowth environment using agile methodologies where Customer and Distributor expectations can be changing.
This could be the gig for you if you
- Are passionate about bringing truly consumer centric ideas and products into reality and have an attentive ear listen to new ideas.
- Thrive in environments that celebrate cocreation and collaboration.
- Are passionate about leveraging new age digital tools and technologies to transform customer experience.
- Like to work in a culture where everyone can see what others are doing
- Take help from others when stuck and encourage others when there are setbacks
- Take full responsibility for your teams contribution output while thinking wing to wing across the organization; to solve for the customer.
What can make you extra special if you
- Have walked extra mile in solving business problems by adopting offbeat path
- Proven track record of exceeding Service level expectations from stakeholders.
- Demonstrate visible leadership supporting colleagues in a diverse inclusive and collaborative team environment.
- Be a team player who is goal orientated committed and an advocate and early adopter of change.
- A proven track record working in complex business environments executing and delivering initiatives across multiple domains stakeholder groups and technology solutions.
We are keen to listen to your story; doesnt matter if you tell these stories with a sigh or with excitement. We respect both versions. Truly.
If you think this is the one for you drop in a line with your story at . We are eager to catchup!
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex race age ethnic origin educational social and cultural background marital status pregnancy and maternity religion or belief disability or parttime / fixedterm work or any other status protected by applicable law. We encourage the same standards from our recruitment and thirdparty suppliers taking into account the context of grade job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
