Job Openings at Britam

Job Purpose:

To ensure the provision of consistently high quality Customer experience through quality service interactions by the Contact Centre team in compliance with overall Service strategy and standards while ensuring full accessibility and availability of the Centre to Customers.

Key responsibilities:

• To ensure Contact Centre Services are adhered to in order to maintain high level performance of the service and support teams.
• To maintain desirable service levels at Contact Centre operations.
• To lead and manage the human resources at the Contact Centre to ensure the existence of an environment where the team has high engagement, motivation and energy levels by being highly responsive to their concerns and needs.
• To manage and optimize Contact Centre resources including and not limited to: the organization and planning of Contact Centre staff schedules/shifts; Contact Centre systems and processes.
• To put in place and implement staff learning and development plans for all Contact Centre Services and support teams.
• To ensure best practice standards are adhered to in the formulation of Contact Centre metrics and processes in comparison with best-in-class contact Centres.
• To develop and follow through service improvement initiatives and processes for the Business from Customer feedback obtained from Contact Centre to ensure overall Service improvement for the Group.
• To ensure the Contact Centre’s compliance to Business Processes and Procedures.
• Address any disciplinary issues and update the same in the coaching database.
• Monitor service level performance within the queues/skillsets and cascade any call flow issues to the relevant team to address all the while informing the shift manager of the progress.
• Ensure availability of work resources/facilities i.e. working hardware of each workstation and report cases of faulty workstations to the IT team for follow up and advise the shift manager on the progress.
• Provide daily/weekly reports to shift members/call center managers to promote a seamless floor handover process.
• Perform any other duties as may be assigned from time to time.

Key Performance Measures:

As described in your Personal Score Card.

Knowledge, experience and qualifications required:

• University degree in a social science or business related field.
• At least 2-3 years’ experience running a call centre
• Excellent knowledge of customer service operations, policies and processes and procedures.
• Demonstrable good written and verbal communication skills.
• Excellent knowledge of Britam’s Products and Services.
• Ability to motivate people.
• Excellent people skills for building relationships with colleagues at all levels.
• Positive, proactive, confident, energetic and able to work under pressure.

Technical/ Functional competencies:

• Ability to discreetly handle sensitive and confidential information.
• Strong organizational skills; ability to prioritize work and meet deadlines.
• Strong writing, analysis and presentation skills.
• Computer literate (MS Word, PowerPoint and Excel expert).
• Records management.
• Planning and organizational skills. 

go to method of application »

Job Purpose:

The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience. 

Key responsibilities:

• Analyze/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Provide structured and timely recommendations; verbal and/or written feedback.
• Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.
• Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
• Use Contact Centre tools to gather data and analyze trends or patterns affecting quality and performance.
• Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Manage scheduling and load balancing for Contact Centre.
• Provide afterhours/holiday support when needed to modify call flows or message announcements.
• Provide training on report and dashboard development to team members and management as needed.

Knowledge, experience and qualifications required:

• Degree from a recognized university.
• 2-3 years total working experience in customer service within Britam environment.
• Excellent Knowledge of Britam products and services. 
• Excellent oral, written and interpersonal communication skills. 
• Strong knowledge of customer care processes and techniques.
• Must have good analytical skills as well as decision making abilities.
• Good organizational and planning skills.

Technical/ Functional competencies:

• Knowledge of insurance regulatory requirements.
• Knowledge of insurance products.
• Sales and marketing management skills.