Found Description
- Monitor, analyze, and report on team performance metrics, using data to drive improvements.
- Manage escalated cases from Customer Care and Distributor Care staff, ensuring timely and effective resolution.
- Able to handle and resolve escalated complaints.
- Conduct regular performance reviews and provide coaching.
- Ensure all complaints are logged, tracked, and resolved within agreed turnaround times.
- Collaborate with back-end departments, including the distribution team, to resolve cases requiring specialized support.
- Leadership and people management skills.
- Strong decision-making and conflict resolution abilities.
- Results-oriented with a focus on team success.
- Excellent organizational and reporting skills.
Required Qualifications:
- Bachelor’s degree with strong insurance knowledge.
- 3 years’ experience in a Life Insurance contact centre, with at least 1 year ...