Team Leader Inbound at CIC Insurance

PURPOSE:

Reporting to the Contact Centre Manager, the role holder will ensure In-bound team executes their mandate within set standards, timelines and supports customers who request for assistance from the Contact Centre.

PRIMARY RESPONSIBILITIES:

• Oversee daily activities and performance of the team members. Create and manage work schedules, ensuring adequate staffing levels.
• Conduct training sessions for new hires and ongoing development for existing team members.
• Act as point of Escalation for the team when required.
• Manage In-bound calls and step in to support the team whenever required.
• Continuously monitor individual and team performance metrics (e.g., average handle time, first call resolution, customer satisfaction) and take corrective action when necessary to maintain productivity and service quality.
• Serve as the key liaison between the In-bound team and Customer Experience department, while Gathering feedback and ensuring concerns are addressed.
• Implement best practices for customer interactions to enhance service quality.
• Support team to set goals aligned with organizational objectives and develop strategies to achieve them. Conduct Performance Evaluation for direct reports.
• Other duties as assigned or guided by Head of Customer Experience or Contact Centre Manager.

Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements

• Education Bachelor’s Degree in a relevant field,
• Professional Qualifications    Computer literate in MS Office and other office applications

Experience Required:

• Relevant experience    2years