Contact Centre Manager
Black & Grey
Abu Dhabi
منذ 3 يوم
source : Monster

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.
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