Contact Center Manager (Insurance)

Contact Centre Manager – Life Insurance and Pensions:

Role and Responsibilities

The role will report into the Customer Director for the Contact Center and will be responsible for the following:

Customer

• All BPO Contact Centre operations




• Delivering service excellence by meeting or exceeding all Client SLA’s




• Achieving call quality requirements




• Acting as a role model and setting standards for the team in respect of being customer focused and treating customers fairly




• Embedding a “right first time” mentality, and a “first time resolution” philosophy




• Client communication and relationship management as and when required




• Participating in or leading new business bids




• Onboarding and managing new customers seamlessly as the Contact Center wins new business




• Leading Client change projects that impact on Contact Centre operations

People

• Coaching and development of Contact Centre Team Leaders




• Managing team in line with HCL HR policies




• Ensuring the team is always fully resourced with minimum attrition, sickness levels etc




• Ensuring the team is fully trained in order to deliver quality service, whilst meeting our regulatory requirements

Technology

• Monitoring industry best practice in the Contact Centre environment, and produce business cases supporting change as appropriate

Maintaining the Contact Center’ telephony Disaster Recovery Plan

• Managing within Contact Centre annual financial budget




• Ensuring team members are utilised to optimum levels, identifying savings as they become apparent




• To be a key leader in the Contact Center transformation programme




• Ensuring contractual adherence at all times




• Being commercially aware in order to manage costs and optimise revenue

Qualifications and Education Requirements

Preferably degree / professional qualification, a minimum of 5 years internal Contact Center experience or 5 years experience managing a Contact Centre of at least 50 seats ideally within the financial services industry.

Skills/Knowledge/Experience

• Knowledge and experience of Contact Centre best practice (inc resource planning, knowledge management & technology)




• Responsible for the guidance and development of your team so it is essential one is a good communicator, able to inspire your team and spot potential. Man (or woman) management skills are a must.




• Management is key




• Build and maintain internal and external/sector-wide relationships




• Self-motivator with the ability to work with ambiguity




• Ability to lead and motivate new teams quickly and effectively




• Mentally agile and decisive – good numerical understanding and sound commercial judgment




• Able communicator. Persuasive and articulate, able to influence and negotiate as necessary




• Understands the risks faced by the team and the controls in place to manage and mitigate risks

Required work experience

Experience of managing a UK-based Contact Centre of at least 50 seats is essential & experience in Pension & Insurance industry

How many people is a Contact Centre manager likely to manage?

Anything from 40 -100 direct and indirect (dependent on the size of business).

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