Contact Centre Manager

Job Description

Provides high quality leadership, manages and is accountable for all aspects of the Team’s performance to maximize: Sales Conversion, Customer satisfaction, Retention, Employee Satisfaction, High Quality Assurance, Operation Efficiency and Claim Services. Oversee a team of Service Experts to support them in developing new business opportunities actively. Answer queries and identify new business opportunities among existing & prospect customers. In this role, you will liaise with cross-functional internal teams (including Customer Service, Claims, Marketing, Legal and IT departments) to improve the entire customer experience. Job Duties • Serves as a Supervisor for the Customer Care Team. Establishes and communicates sales, service, quality and productivity goals and action plans to individual members; ensures that all team members work with a focused direction to provide excellent performances. • Leads, coaches, develops, supports, and motivates a...