PHI - Specialist - Contact Center (Outbound)
Prudential plcMumbai, Maharashtra, India
Posted May 19, 2025
Full Time
About the Company
We are Prudential. For Every Life, For Every Future. Prudential has been providing familiar, trusted financial security to people for over 175 years. We are headquartered in Hong Kong and have dual primary listings on the Stock Exchange of Hong Kong and the London Stock Exchange.  We are served by around 65,000 average monthly active agents and more than 200 bank partners. Prudential is focused on opportunities in the most exciting growth markets in Asia and Africa. With access to over 4 billion people in both these regions, we are investing in broadening our presence and building our leadership in the life and asset management markets. Visit our websites for more information: Prudential plc: https://www.prudentialplc.com/ Prudence Foundation: https://www.prudentialplc.com/en/prudence-foundation
Job Description
We are looking for a Specialist - Contact Center (Outbound) to join our Customer Service team in Mumbai. The role involves executing and supervising service outbound campaigns, ensuring optimal queue management, and tracking service KPIs.
Requirements
- 5-7 years of Outbound contact center management experience in health insurance, general insurance, or financial services industry
- Strong analytical skills to identify trend deviations and pain areas for quick redressal
- Familiarity with CRM systems, ACD systems, and Chat platforms
- RTM (real time monitoring) and Campaign management skillsets
- Familiarity with IVR and Dialler queue and skillsets management
- Good knowledge of DNC, TRAI guidelines
- Analytical ability, people leadership skills and reporting capabilities
- Excellent communication and negotiation skills
- Bachelor’s degree from a recognized University, Post graduate degree will be an added advantage
Benefits
- Prudential is an equal opportunity employer
- Provide equality of opportunity of benefits for all who apply and who perform work for our organisation