WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE
Strategic:

• Develop and implement operational strategies to achieve business objectives.
• Align departmental goals with company vision and mission.
• Foster strong relationships with key stakeholders (e.g., sales, underwriting, claims).

Operational:

• Oversee day-to-day contact center operations, ensuring efficiency and productivity.
• Manage staffing, scheduling, and resource allocation.
• Monitor and analyze key performance indicators (KPIs):
• Service Level (SL)
• Average Handling Time (AHT)
• First-Call Resolution (FCR)
• Abandon Rate
• Customer Satisfaction (CSAT)

Leadership:

• Lead, motivate, and develop a high-performing contact center team.
• Conduct performance reviews, provide feedback, and address performance gaps.
• Identify training needs and facilitate staff development.

Process Improvement:

• Analyze and optimize contact center processes and workflows.
• Implement quality control measures to ensure accuracy and consistency.
• Develop and maintain process documentation.

Risk and Compliance:

• Ensure adherence to regulatory requirements (e.g., FAIS, FSCA).
• Maintain compliance with company policies, procedures, and industry standards.

Technology and Infrastructure: 

• Oversee contact center technology (e.g., telephony, CRM).
• Ensure infrastructure reliability and uptime.

Reporting and Analytics: 

• Develop and maintain reporting frameworks.
• Analyze data to inform operational decisions.

Customer Experience:

• Ensure exceptional customer service delivery.
• Monitor and address customer complaints.

Other:

• Manage budgets and resources.
• Stay up to date with industry trends and developments.
• Participate in projects and initiatives to improve operations.

SKILLS AND QUALIFICATIONS

• Degree or Diploma in Business, Operations or related.
• FAIS compliant – Credits and RE (essential)
• 3 – 5 years Short Term Insurance experience (essential)
• 3 years Management experience in call centre operations management

COMPETENCIES

• Driving Strategy
• Commercial Orientation
• Client Focus
• Decision Making
• Enabling Innovation
• Change Leadership
• Continuous Leadership
• Talent-Focused Leadership
• Talent Enablement
• Emotional Intelligence