Information Call Centre Manager
Our Client, a leading Insurance company in the region, seeks to recruit an Information Call Centre Manager to effectively achieve its strategic objectives
Role Summary:
Manage, supervise and coordinate activities of the Information / call centreOur Client, a leading Insurance company in the region, seeks to recruit an Information Call Centre Manager to effectively achieve its strategic objectives
Role Summary:
Key Tasks and Responsibilities:
- Setting
and meeting performance targets for speed, efficiency and quality;
- Managing
the daily running of the Call Centre;
- Liaising
with other departments, managers and third parties to gather information
and resolve issues;
- Maintaining
up-to-date knowledge of industry developments and involvement in networks;
- Monitoring
random calls to improve quality, minimize errors and track operative
performance;
- Reviewing
the performance of call Centre agents, identifying training needs and
planning training sessions;
- Recording
statistics, user rates and the performance levels of the Centre and
preparing reports;
- Handle
escalated and complex customer complaints or enquiries;
- Organizing
staffing, including shift patterns and the number of staff required to
meet demand;
- Improving
performance by raising efficiency and sourcing new equipment to enable
this, e.g. new dialing products
Skills and Competencies:
- Ability
to read, analyse and interpret general business periodicals, professional
journals etc.
- Ability
to write reports, business correspondences
- Ability
to effectively present information and respond to questions from groups of
managers, clients etc.
- Quick
on your feet reasoning ability
- Ability
to solve practical problems and deal with a variety of concrete variables
Organisational skills
Education and Experience:
- Bachelor’s
degree in B Com, Marketing or equivalent required.
- Minimum
of 3 years’ experience in insurance industry
- Minimum
of 3 years progressive management experience
- Minimum
of 3 years’ experience in data extraction, report formulation,
interpretation and analysis
- Strong
written and verbal communication skills including presentation skills.
How to Apply:
If you are qualified and up to the challenge, please apply via www.altimaafrica.com/career.php
Deadline for application is Friday 27th April, 2012.
Please note that only qualified candidates will be contacted.
If you are qualified and up to the challenge, please apply via www.altimaafrica.com/career.php
Deadline for application is Friday 27th April, 2012.
Please note that only qualified candidates will be contacted.