Manager, Call Centre

Job Summary:

• Efficiently lead the Contact Centre’s team to continuously improve Customer Service & Production through consistent delivery of superior customer experience.
• Support the Contact Centre Head in ensuring adherence to Contact Center Service Standards / SOP’s and Department Objectives.

Job Accountabilities:

• Lead the call centre by developing, implementing and reviewing call centre processes for inbound and outbound operations and related responsibilities and tasks;
• Drive customer satisfaction by ensuring timely resolution of customer queries and complaints, building relations and gaining credibility, through continuous monitoring of call centre KPIS;
• Training & Coaching: Maintaining high product knowledge level for all team members resulting is efficient call handling , sales and conversion ratio .
• Updating team members on Process changes, new product release & system changes.
• Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
• Accountable for direct sales in the consumer lines of business;
• Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
• Quality Scores : Maintaining high call quality standards through daily guidance , buddy training & calls monitoring.
• Set and measure performance targets for speed, efficiency, sales and quality;
• Manage the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
• Set and measure performance targets for speed, efficiency, sales and quality;
• Monitor random calls to improve quality, minimize errors and track call center agent performance;
• Organize staffing, including shift patterns and the number of staff required to meet demand;
• Forecast and analyze data against budget figures on a weekly and/or monthly basis;
• Manage the complaint management function and ensure adherence to all DHA/HADD laws on complaint handling.
• Support team development through periodic review, mentoring, counseling, and feedback.

Key Performance Indicators (KPIs):

• CC abandoned rate
• GPW production
• Team’s Product knowledge
• GPW Production
• Team’s Quality scores
• Service Excellency & Complaint Management
• Team’s Data Capture & Accuracy
• MIS & Reporting
• Initiative

Skills Required:

• Proven experience as call center manager or similar position.
• Knowledge of performance evaluation and customer service metrics .
• Solid understanding of reporting and budgeting procedures.
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).
• Proficient in MS Office and call center equipment/software programs.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills with a problem-solving ability.
• Positive and patient.
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.

Education, Experience and Formal/Professional Qualifications:

• Graduate of any bachelor’s degree
• 5 years experience in Insurance / Finance industry
• 5 years experience in Call Center /Customer service team lead role