Job Summary
We are seeking to employ an excellent International BPO/Call Centre Team Manager / Assistant Manager/Team Leader
Basic Function
- Drive overall performance and manage International Insurance voice processes.
- Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines.
- Produce reports to gauge process performance and lead process meetings / calls.
- In addition to call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable.
Role / Responsibility
- Manage teams
- Ensure customer satisfaction and productivity
- Meet targets
- Motivate team members
- Manage complaints
- Monitor call transactions
- Provide coaching and feedback to team members
- Assist new hires
- Client Interaction, where required
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Collect and provide data for audits
- Effectively management of workload
Competencies & Skills
- Knowledge of the function, process and systems
- Coaching and Feedback ability
- Excellent communication skills
- Effective operations management
- Previous experience in a similar environment is preferred
Values & Behaviour
- Customer Service Orientation
- Quality Orientation
- Empathy for effective on the job coaching and feedback
Work Experience Requirements
- Minimum 12 months experience as TL, Team Manager, Assistant Manager in at an International Call Centre
Education Requirements
Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
Additional Requirements
- Open to work US or UK hours
- Cannot have any criminal record
- No bad debt (accounts in arears/ under debt review)
If you are interested
Please share your CV with James Knoll
James@abcworldwide.com
Send CV along with current salary, expected salary and notice period