Qureos Mentor

Sukoon Insurance

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 Job Summary:
 
 
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 Efficiently lead the Contact Centre&rsquo;s team to continuously improve Customer Service &amp; Production through consistent delivery of superior customer experience.
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 Support the Contact Centre Head in ensuring adherence to Contact Center Service Standards / SOP&rsquo;s and Department Objectives.
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 Job Accountabilities:
 
 
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 Lead the call centre by developing, implementing and reviewing call centre processes for inbound and outbound operations and related responsibilities and tasks;
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 Drive customer satisfaction by ensuring timely resolution of customer queries and complaints, building relations and gaining credibility, through continuous monitoring of call centre KPIS;
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 Training &amp; Coaching: Maintaining high product knowledge level for all team members resulting is efficient call handling , sales and conversion ratio .
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 Updating team members on Process changes, new product release &amp; system changes.
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 Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
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 Accountable for direct sales in the consumer lines of business;
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 Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
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 Quality Scores : Maintaining high call quality standards through daily guidance , buddy training &amp; calls monitoring.
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 Set and measure performance targets for speed, efficiency, sales and quality;
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 Manage the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
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 Set and measure performance targets for speed, efficiency, sales and quality;
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 Monitor random calls to improve quality, minimize errors and track call center agent performance;
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 Organize staffing, including shift patterns and the number of staff required to meet demand;
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 Forecast and analyze data against budget figures on a weekly and/or monthly basis;
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 Manage the complaint management function and ensure adherence to all DHA/HADD laws on complaint handling.
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 Support team development through periodic review, mentoring, counseling, and feedback.
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 Key Performance Indicators (KPIs):
 
 
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 CC abandoned rate
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 GPW production
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 Team&rsquo;s Product knowledge
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 GPW Production
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 Team&rsquo;s Quality scores
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 Service Excellency &amp; Complaint Management
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 Team&rsquo;s Data Capture &amp; Accuracy
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 MIS &amp; Reporting
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 Initiative
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 Skills Required:
 
 
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 Proven experience as call center manager or similar position.
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 Knowledge of performance evaluation and customer service metrics .
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 Solid understanding of reporting and budgeting procedures.
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 Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).
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 Proficient in MS Office and call center equipment/software programs.
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 Outstanding communication and interpersonal skills.
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 Excellent organizational and leadership skills with a problem-solving ability.
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 Positive and patient.
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 Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
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 Education, Experience and Formal/Professional Qualifications:
 
 
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 Graduate of any bachelor&rsquo;s degree
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 5 years experience in Insurance / Finance industry
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 5 years experience in Call Center /Customer service team lead role
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</div>

Manager, Call Centre

<div>
 
 
 Job Summary:
 
 
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 The primary responsibility of the jobholder is to identify and acquire new direct clients, while also promoting new products and services to existing clients across Dubai and the Northern Emirates. The role is centered on achieving individual sales targets within the assigned portfolio and driving new business development.
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 The ideal candidate will spearhead initiatives to generate leads and foster relationships with business partners to expand the company&rsquo;s client base. Success in this role requires a results-driven mindset, excellent communication skills, and the ability to think strategically and execute plans effectively.
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 Key Responsibilities:
 
 
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 Achieve established sales targets by promoting a broad portfolio of products and services across Dubai and the Northern Emirates. The typical client portfolio involves accounts of moderate complexity and challenge.
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 Develop and maintain a strong understanding of the local market landscape, and build a comprehensive database of potential clients.
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 Maintain an up-to-date pipeline of prospects and actively manage lead generation activities.
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 Conduct account planning, including client visitations and needs assessments to identify tailored solutions.
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 Prepare sales presentations, proposals, and contracts, subject to review and approval by the Unit Head.
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 Handle client requests for quotations and endorsements, ensuring timely and accurate responses.
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 Provide ongoing feedback to the underwriting team regarding market trends and client expectations.
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 Identify opportunities for cross-selling and up-selling, collaborating with internal subject matter experts to achieve defined revenue goals.
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 Address client inquiries and resolve issues promptly, either directly or by coordinating with relevant departments.
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 Receive regular coaching and guidance from the team leaders to enhance performance.
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 Continuously develop technical expertise and deepen product knowledge to support sales effectiveness.
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 Education, Experience and Formal/Professional Qualifications:
 
 
 <ul>
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 Bachelor's degree
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 3 - 4 years' prior UAE insurance industry business development experience
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 Strong communication and interpersonal skills
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 Proven knowledge and execution of successful development strategies
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 Focused and goal-oriented
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 </ul>
 
 
</div>

Business Development Manager

Join Sukoon Insurance and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Sukoon Insurance

ABOUT_COMPANY

Manager, Call Centre

Business Development Manager