Senior Manager - Contact Centre - Insurance

Key Responsibilities:

- Strong experience only into Insurance

- Lead inbound and outbound call center functions to deliver sales and service propositions which align with business strategies, achieving customer satisfaction and financial objectives. In short, to manage core relationships with our call centers

- Ensure the delivery of effective and qualitative response to customers (voice and non-voice). Setting high standards of service by making the most effective and efficient use of call-center staff and technology resources

- Work with outsourced call center managers to clearly define their responsibilities and develop key performance indicators/goals to ensure effective and efficient operation of the call center

- Develop short and long-term plans for the call center delivering direction, process improvement, human resource capability and organization support

- Analyzing performance, highlighting problem areas and identifying improvement actions

- Driving improvement projects to improve performance against targets

- Develop, manage and report on functional budgets

- Actively collate and analyze Customer Feedback - work with the respective Business units to address issues raised

- Undertake regular one to one meeting, team meetings, training and counseling / coaching sessions for all direct reports, conducting regular performance appraisals

- Actively supporting company policy and best practice in the area of security, with particular emphasis of protection of sensitive customer information