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  • Posted: Mar 14, 2017
    Deadline: Not specified
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    American International Group (AIG) was founded in 1919, we're a leading insurance company serving commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. In addition, AIG companies are leading providers of life insurance and retirement services in the United States. But we&rsq...
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    Call Centre Manager

    Job description
    Position Description

    The Contact Centre Relationship manager will be responsible for overseeing key functions such as Contact Centre Management and Optimisation, achievement of service level agreements with action plans to remedy non-performance, drive efficiency in capacity planning, business partner and vendor management, Implement controls and management of risks, and adherence to audit requirements.

    Position Requirements

    PRINCIPLE DUTIES AND RESPONSIBILITIES:

    • Plans, schedules, and coordinates team activities to meet operating parameters. Primary responsibilities must be related to contact center operations.
    • Liaising with team leaders, supervisors, third parties, and operatives to ensure effective compliant delivery of services, with speedy effective resolution of issues, and effective risk mitigation and escalation.
    • Planning and supervising changes and managing the daily operations of contact centre.
    • Ensure the Contact Center operations meet the performance standards set by each entity in terms of service, quality and efficiency. Apply continuous improvement approach to deliver customer focused centers of excellence
    • Conduct periodic reviews of Contact Centre operations to monitor interactions, analyzes campaign reporting statistics and provide feedback on Key Performance Indicators (KPIs) and campaign performance.
    • Monitoring random customer interactions (i.e. calls, emails, etc.) to improve the quality, minimizing errors and tracking operative performance.
    • Regular review of staff’s performance, and determining training needs, aligned to Career development plans
    • Support and promote the development of the CC strategy to ensure the business delivery model is customer orientated, efficient, effective and compliant and that business objectives are achieved.

    Experience

    • 5 years’ experience within a contact center management role
    • Strong contact centre Claims, sales and services background
    • 3-5 years’ experience within financial services or insurance industry
    • 3 years of managing people, processes and relationship with business partners, vendors/suppliers
    • Preferable 1-2 years’ experience within a relationship management role and or campaign management role

    Leadership Skills

    SKILLS AND COMPETENCIES / LEVELS

    • Superior Customer centric ethos and values
    • Strong, independent leadership skills to manage and drive solutions; must be able to deliver sustainable results
    • Demonstrated experience in designing and delivering effective customer centric solutions
    • Strong communication skills – must be able to effectively communicate with business partners, senior leadership, peers, staff, customers and other stakeholders
    • Leading people through significant operational and personal change
    • Strong focus & demonstrated commitment to Associate Recognition & Development
    • Personally self-managed, highly results driven and resilient

    Technical Skills And Expertise

    • Proven knowledge of Insurance sales, service and Claims
    • Proven Track record - significant relationship management in a highly pressurised environment
    • Proven capabilities designing, creating, communicating and implementing business solutions which have delivered targeted improvements
    • Excellent understanding of Contact Center technologies (i.e. WFM– NICE, Avaya, Noble, etc.)
    • Ability to design, create, communicate and implement business solutions
    • Strong process redesign focus, coupled with the ability to create strategies and visions and apply out-of-the-box solutions
    • Business and Operational Acumen Required

    Method of Application

    Interested and qualified? Go to American International Group (AIG) on careers.peopleclick.com to apply

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