Job Title

Operational Management: Oversee the day-to-day operations of the inbound contact centre, ensuring adherence to service level agreements (SLAs), quality standards, and regulatory guidelines.Team Leadership and Development: Lead, mentor, and motivate a team of contact centre agents and team leaders. This includes setting clear performance expectations, providing regular coaching and feedback, identifying training needs, and fostering a positive and collaborative work environment.Performance Monitoring and Analysis: Track, analyze, and report on key contact centre metrics to identify trends, areas for improvement, and opportunities to enhance efficiency and effectiveness. Develop and implement strategies to achieve and exceed targets.Process Optimization and Documentation: Continuously evaluate and optimize inbound contact centre processes and workflows to improve customer experience, agent productivity, and operational efficiency. This includes conducting Root Cause Analysis (RCA) for recurring issues and creating Standard Operating Procedures (SOPs) to ensure consistent and accurate handling of customer interactions. Implement best practices and leverage technology to streamline operations.Customer Experience Champion: Act as a strong advocate for the customer, ensuring that all interactions are handled professionally, empathetically, and efficiently. Drive initiatives to enhance customer satisfaction and loyalty.Collaboration and Stakeholder Management: Collaborate effectively with other departments, including underwriting, claims, IT, and marketing, to ensure seamless customer journeys and resolve complex issues. Liaise with internal stakeholders for timely closure of customer cases within defined Turnaround Times (TATs). Build a strong rapport with team members across all Lines of Business (LOBs).Quality Assurance and Improvement: Implement and monitor quality assurance programs, including regular quality job audits with call calibration sessions, to ensure adherence to service standards, compliance requirements, and customer communication guidelines. Provide feedback and coaching to agents based on quality monitoring results.Technology and Infrastructure Management: Work closely with IT and other relevant teams to ensure the smooth functioning of contact centre technology, including telephony systems, CRM, and knowledge management tools. Manage the configuration and optimization of the Interactive Voice Response (IVR) system and BOT functionalities to enhance self-service options and improve call routing efficiency. Identify and implement technology upgrades to enhance operational capabilities and participate in managing IT projects and User Acceptance Testing (UAT).Reporting and Documentation: Prepare regular reports on contact centre performance, key metrics, and initiatives for the Head of Customer Experience and other stakeholders. Maintain accurate and up-to-date documentation of processes and procedures.Compliance and Regulatory Adherence: Ensure that all contact centre operations comply with relevant insurance regulations, internal policies, and data privacy guidelines