Executive, Contact Centre

Role Purpose

The incumbent is responsible to provide an efficient and a high quality telephone servicing facility to customers (agents and policyholders) by meeting and exceeding their expectations. To achieve the following Key Performance Indicators (KPI) as a team:

• Financial – Ensure the team achieves Service Level Agreements (SLA) and maintain cost effective management.
• Customer – Plan and organize Contact Center (CC) activities to meet and exceed customer standards and expectations.
• Operational Performance – To satisfy our customers and shareholders, to excel in business process.
• People – To achieve our goals and contribute to organization learning and innovation process.

Organization Context

The complexity of the insurance business requires the incumbent to acquire a thorough knowledge of the different insurance products (and their functionalities/technicalities) and operational process to ensure...