Manager, Call Center
Skills
About This Role
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
• 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
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