Call Center Manager at Human Destiny Executive Search and Recruitment

Job Description:

Human Destiny is currently headhunting for a highly dynamic experienced Call Centre Manager to lead the sales team and customer care team in the Call Centre.The Call Centre Manager will be responsible for growing, developing and motivating these teams.

Duties & Responsibilities:

• Recruitment and training of sales agents and customer care assistants.
• Day to day management of customer service and sales agents ensuring they meet KPI requirements and Productivity metrics.
• Proactively monitors department and personal performance against Key Performance Indicators and Service Level Agreements and takes appropriate action to remedy any negative trends.
• Provide appraisals and evaluation of personnel and coming up with personal development plans.
• Advising clients and providing quotations.
• Closing sales.
• Processing applications and client on-boarding.
• Achieve own sales targets.
• Participation in the promotion of the business by exhibiting, displaying and presenting brands at targeted major events, functions and roadshows.
• Maintains a safe & compliant working environment by ensuring that all Insurance policies and procedures are adhered to. These include, but are not limited to, Health and Safety Policy, Data Protection Regulations and Policy,Insurance Operating Procedures and Call Quality Definitions.
• Provide motivation and inspiration for the team.
• Perform daily call observations and provide feedback.
• Regular coaching and training of teams.
• Handle customer complaints together with the customer service team.
• Management and allocation of leads generated by the business development team.
• Identify opportunities to increase revenue.
• Develop departmental reporting and processes and production of relevant business statistics and reports.
• Be responsible for managing, motivating, coaching and developing team members.
• Work closely with directors in managing the people care aspects of the team including recruitment, holidays, sickness, overtime, salary reviews, expenses, HR issues, maintain employees’ files, Health/safety, IT equipment/accesses and the duty roster for the office.
• Actively manage the team to ensure that calls are answered and made in accordance with the agreed procedures.
• Ensure that processes are followed correctly and that all changes to process and procedure are adhered to and communicated effectively.
• Ensure our customers receive the highest level of customer service possible by the delivery of specific measures.
• Be responsible for the compliance of all team members with internal, regulatory and statutory standards and controls, so that the requirements of the group and regulatory bodies are met
• Be responsible for the resolution of complaints.
• Ensure that the team provides proactive and earliest settlement and closure of all valid claims.
• Be a point of reference and guidance for the team.
• Adheres to HR policies and procedures ensuring a fair and consistent approach to management.
• Any other duties and may be assigned and may occasionally be required to work out of office.

Desired Experience and Qualifications:

• Bachelor’s degree in Marketing, Business Administration, Economics or Human Resources or any insurance qualification
• Minimum of 5 years experience in telemarketing or insurance call centre experience in a sales role
• RE5 exams or RE1 exams
• Excellent communication skills
• Demonstrable interpersonal and leadership skills

Working Hours:

• 09:00 AM to 21:00 PM - Monday - Friday .
• 10:00 AM to 18:00 PM - Saturdays.