Manager, Contact Centre

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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.

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 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.

Qualification & Experience Requirement

Seniority level : Mid-Senior level

Employment type : Contract

Job function : Management, Strategy / Planning, and General Business

Industries : Insurance

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