Assistant Manager Contact Centre at APA Life Assurance Company Ltd

KEY PRIMARY RESPONSIBILITIES

• Contact Centre team leader supporting Inbound, Back Office, Outbound and Quality Assurance. 
• Training and coaching programs to continuously improve contact centre competencies 
• Streamline the operational aspects of the Contact Centre and address related gaps that have a negative impact on customer experience, risk & compliance. 
• Build best practice strategic contact centre by making it a valued add centre through revenue generation vide cross-selling, loyalty and retention drives, utilization of channels and robust customer on boarding initiatives.
• Institutionalize sustainable customer feedback and rating methods such as NPS and CSI measures.
• Review and recommend strategic initiatives that will improve efficiency at the contact centre.
• Manage weekly and monthly contact centre management reports. 
• Contact Centre Operational risks assessment to ensure all-round compliance. 
• Develop and support the implementation of key contact centre strategic initiatives toward Customer Service digitization. 
• Drive contact centre strategic processes review and their alignment to the business 
• Promote continuous improvement of people, processes and systems optimization. 
• Promote departmental and organizational customer- centricity culture.
• Responsible for the end-to-end customer contact processes and their associated customer experience.
• Supporting cross-company initiatives to drive improvements, efficiency and reduce complaints.
• Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
• Performance appraisal of the Contact Centre team.

ACADEMIC QUALIFICATIONS

• Bachelor’s degree in Business/Social Sciences or an equivalent

JOB SKILLS AND REQUIREMENTS

• Visionary Leadership 
• Customer Focus 
• Ownership & Commitment
• Team Spirit
• Critical thinking

PROFESSIONAL QUALIFICATIONS

• Professional qualification would be an added advantage

EXPERIENCE

• At least 3 years’ experience management role experience in a busy Contact Centre