Insurance Co. Information Call Centre Manager

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 centre

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.