The Contact Centre Manager is responsible for the provision of reliable customer service in support of client's payer relations & Business development efforts.
An ideal candidate will deploy sound strategies through offering unique personalized customer relationship to callers (such as Insurance Beneficiaries & VIP clients). Job Responsibilities :
Design the Contact Centre operational strategies by conducting needs assessments, performance reviews, capacity planning and cost / benefit analyses;
he / she establishes productivity, quality, and customer-service standards for the Contact Centre;
Drawing on previous experience, he / she will embrace best practices through ensuring customer service is timely and accurate;
develop the quality of customer interaction, call script, voice response systems and take part in designing user interfaces.
Set departmental goals (sound service level benchmarks) and monitor the quality of Contact Centre agents and call handling.
Track and deploy emerging positive trends in Contact Centre operations within insurance industry; benchmarking state-of-the-
art practices & our contractual commitments.
Prepare annual budget and periodic Contact Centre performance reports.
Provide customer feedback to the appropriate internal teams as per the complaints management procedure.
Recommend and advise if any cross-functional training is required to enhance clients™ experience across the board.
Identify the areas of improvement of customer service procedures and principles.
Provide extensive training to subordinates of each team to ensure a proper customer service satisfaction.
Recruiting, select, orient, train, assign, coach, counsel and discipline employees; administering scheduling systems; communicating job expectations;
planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures while ensuring the code of conduct and UAE labor law is strictly applied.
Provide leadership by projecting a positive attitude and developing motivational strategies.
Seek service suppliers; evaluate and implement upgrades, whenever required.
Performs other duties and responsibilities.
Qualifications required :
Â University degree in any discipline from a reputable university.
Â 5+ years of Contact Centre management experience gained within a busy client-centric and results-driven environment such as Contact Centre of Banking or Insurance sectors.
Â Capable of planning and implementing new technology projects.
Â Excellent communication and interpersonal skills, preferably in Arabic and English.
Â Customer-oriented with sound problem solving / decision-making abilities.
Â Tactful and discrete while handling clients™ confidential information.
Â Develops and implements operational excellence techniques.
Â Efficient and cost-conscious.
Â Able to develop and motivate large employee base, specifically on managing pressure.