PHI - Specialist - Contact Center (Inbound & Chat)

Prudential’s 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 people’s 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 set-up a standalone Indian health insurance company to address the growing healthcare needs of the Indian consumer.

This joint venture will combine Prudential's global expertise in insurance and financial services with HCL Group’s 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, India’s first World Cup Victory!

Prudential Health India is a Zero to One team undertaking a no-legacy, 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 (Inbound & Chat) to join our Customer Service team in Mumbai.

Your typical week might include the following :

• Supervise Inbound, Service Outbound, and Chat teams for daily operations.
• Track service KPIs like AHT, SLA, FCR, CSAT / NPS for Inbound, Service outbound and Chat teams
• Ensure optimal queue management, staffing, and service level achievement.
• Monitor real-time performance, manage breaks, and ensure adherence to staffing schedules.
• Conduct regular coaching, huddles, and refreshers.
• Ensure timely and accurate handling of all customer service queries across touchpoints.
• Coordinate with Operations, Branch, Claims, Underwriting, Network Hospital, and Tech teams for faster resolution of complex service queries.
• Act as a bridge between frontline agents and backend processing teams.
• Act as the first point of escalation for agent or customer concerns.
• Ensure quality and compliance with call / chat scripts.
• Use dashboards and live monitoring tools to track agent productivity.
• Flag and fix issues related to call queues, chat concurrency, and wait times.
• Identify performance gaps and implement coaching interventions.
• Work with WFM, Training, and Quality teams to improve overall efficiency.
• Review CSAT / NPS feedback and agent-level improvements.

You could be the right candidate if you :

This could be the gig for you if you…

What can make you extra special if you

We are keen to listen to your story; doesn’t 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 catch-up!