About The Role

Core Responsibilities

o Lead In-house call center functions to deliver sales and service propositions which align with business strategies, achieving customer satisfaction and financial objectives. In short, to manage core relationships with our call centers.

o Manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations

o Determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organisational strategic plans and reviews.

o Develop methods for cross-selling & upselling and improvising the existing resources efficiently to improve the productivity.

o Develop call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

o Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

o Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues and accordingly ensure all relevant communications and data are updated and recorded.

o Improve customer service quality results by managing stakeholders with the underwriting, sales, collections and product teams to ensure the delivery of quality calls

o Constantly drive customer satisfaction by gathering relevant information on the customer base and upskilling the team on effective sales and product deployment.

o Keep abreast of industry developments and involvement in networks and design strategies along with product team to identify customer segments for increasing sales

o Drive & review the call quality by monitoring random calls to improve quality, minimise errors and track operative performance.

o Drive a superior performance from the team on Conversion ratios/contactability and average talk-time by recording statistics, user rates and the performance levels of the centre; prepare recording statistics, user rates and the performance levels of the centre

o Forecast and analyze data against budget figures on a weekly and/or monthly basis to achieve the revenue targets with the team

o Hire, coach and provide training to personnel to maintain high customer service standards.

o Manage the responsibility of hiring new resources by identifying the resource gap for desired revenue target delivery

Qualification: MBA in Marketing