Manager, Contact Centre

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Job Summary

This role is responsible for overseeing the daily operations of our contact centre and customer service, ensuring that our team consistently meets or exceeds customer service and performance targets. You will play a pivotal role in maintaining and enhancing our reputation for outstanding customer support and improving our Net Promoter Score (NPS).

Performance Management

• Set performance goals and constant review of key performance KPIs for the customer service team and consistently monitor and evaluate performance, taking corrective actions as necessary.
• Drive & achieve high first contact resolution to reduce repeated enquiries from customers. This is for performance tracked in Telephone system and Servicing CR

Customer Satisfaction and NPS

Opportunity Identification

Risk Management and Compliance

Resource Management

Compliance

Ensure compliance with the requirements of local regulations and all other relevant statutory regulations and guidelines, as well as relevant Company, Regional and Generali policies and procedures.

Information Security

Responsible for defining requirements as regards to information availability, confidentiality, and integrity. Managers must ensure that all staff members (including temporary staff) and providers comply with the relevant security standards.

Data Privacy

Ensure compliance with Data Privacy laws and regulations, policies, standards, process and procedures implemented by the Company at all times.

Qualifications & Experience

Seniority level

Employment type

Job function

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