Job title : Manager: Client Engagement
Job Location : Western Cape, Cape Town
Deadline : December 18, 2024
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WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE
Strategic: Develop and implement operational strategies to achieve business objectives. Align departmental goals with company vision and mission. Foster strong relationships with key stakeholders (e.g., sales, underwriting, claims).
Operational: Oversee day-to-day contact center operations, ensuring efficiency and productivity. Manage staffing, scheduling, and resource allocation. Monitor and analyze key performance indicators (KPIs): Service Level (SL) Average Handling Time (AHT) First-Call Resolution (FCR) Abandon Rate Customer Satisfaction (CSAT)
Leadership: Lead, motivate, and develop a high-performing contact center team. Conduct performance reviews, provide feedback, and address performance gaps. Identify training needs and facilitate staff development.
Process Improvement: Analyze and optimize contact center processes and workflows. Implement quality control measures to ensure accuracy and consistency. Develop and maintain process documentation.
Risk and Compliance: Ensure adherence to regulatory requirements (e.g., FAIS, FSCA). Maintain compliance with company policies, procedures, and industry standards.
Technology and Infrastructure: Oversee contact center technology (e.g., telephony, CRM). Ensure infrastructure reliability and uptime.
Reporting and Analytics: Develop and maintain reporting frameworks. Analyze data to inform operational decisions.
Customer Experience: Ensure exceptional customer service delivery. Monitor and address customer complaints.
Other: Manage budgets and resources. Stay up to date with industry trends and developments. Participate in projects and initiatives to improve operations.
SKILLS AND QUALIFICATIONS Degree or Diploma in Business, Operations or related. FAIS compliant – Credits and RE (essential) 3 - 5 years Short Term Insurance experience (essential) 3 years Management experience in call centre operations management
COMPETENCIES Driving Strategy Commercial Orientation Client Focus Decision Making Enabling Innovation Change Leadership Continuous Leadership Talent-Focused Leadership Talent Enablement Emotional Intelligence
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