Asst. Manager - Call Center - Insurance/TPA
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Key skills for this role
About the Role
Dubai Insurance TPA is seeking an Assistant Manager for their call center to oversee a team of 75-85 associates. The role involves managing daily operations, ensuring service levels, coaching supervisors, and driving performance improvement.
Key Skills for This Role
Responsibilities
- Ensure staff members achieve desired service levels and take corrective action as needed
- Review reports and historical trend analyses of key customer care data
- Establish and monitor supervisory team member's performance against established goals
- Ensure effective and consistent communication throughout the team
- Manage real time queues including agent adherence
- Oversee the day to day activities of Telephone supervisors and indirectly, Team Leads
- Analyze workflow demands and establish staffing levels to ensure service level agreements are exceeded
- Coach and lead customer care supervisors as they provide support for customers
- Prepare reports and analyze call center data to improve processes
- Lead quality efforts to maximize customer contact performance and productivity
- Drive continuous improvement of the performance of all team members
Requirements
- University degree in any discipline from a reputable university
- 8 10 years’ experience managing a complex call center in a service oriented environment
- Insurance or healthcare related field preferred
- Strong knowledge of contact center operations and industry trends
- Excellent verbal and written communication skills
- Knowledge of performance evaluation and customer service metrics
- Ability to organize and follow up on multiple tasks/details with accuracy and timeliness
- Demonstrated experience in leadership, facilitation and development of supervisors, team leads and associates
- Thorough knowledge of Windows, including Excel and Word
- Must have strong analytical skills for assessing Call Center workflow
Full Job Posting
Job Purpose
- The Customer care Assistant Manager will be pivotal in ensuring the smooth operation of the customer care team, which handles inbound and outbound phone calls, chat, email/tickets, and appointment bookings. The team will consist of 75 85 associates.
Responsibilities and Duties
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Review reports and historical trend analyses of key customer care data; service level targets, abandon rates, average handle times, occupancy, adherence, and attendance.
- Establishes and monitors supervisory team member's performance against established goals and takes appropriate action when necessary.
- Ensures a safe and fun work environment.
- Identify talent development opportunities and create customized learning paths.
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight.
- Real Time management of queues including agent adherence.
- Enforce rules, regulations, and procedures in accordance with applicable protocols and policies.
- Responsible for the daily operations and management of all members’ interactions with the customer care department.
- Monitors inbound/outbound call activities and manages escalations.
- Oversee the day to day activities of Telephone supervisors and indirectly, Team Leads.
- Manage the production floor when on duty, including overseeing all Floor Operations activity.
Knowledge, Skills, Abilities and Experience
- University degree in any discipline from a reputable university.
- 8 10 years’ Experience managing a complex call center in a service oriented environment required, insurance or healthcare related field preferred.
- Strong knowledge of contact center operations and industry trends.
- Excellent verbal and written communication skills.
- Ability to work effectively in a team environment.
- Knowledge of performance evaluation and customer service metrics.
- Ability to organize and follow up on multiple tasks/details with accuracy and timeliness.
- Good organizational, time management, and detail skills.
- Ability to make decisions and solve problems.
- Demonstrated experience in leadership, facilitation and development of supervisors, team leads and associates.
- Ability to multitask and remain calm under pressure.
- Thorough knowledge of Windows, including Excel and Word, required.
Compensation
- Pay: AED16,000.00 AED18,000.00 per month
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