Assistant Manager, Customer Experience – Contact Center at ICEA Lion Group

Job Description (adsbygoogle = window.adsbygoogle || []).push({}); As one of the largest insurers and financial services companies in East Africa, we have decades of experience in helping discerning individuals protect and create their wealth. But that’s not all. We also keep an eye firmly on the future, using innovation to craft financial products and services that we know you need in today’s constantly changing world. By trusting us with your wealth, you can shape a secure financial landscape for yourself and get the financial freedom you really deserve.About the RoleLeadership and Supervision Understand and get involved in defining and overseeing the delivery of the ICEA LION Contact Centre strategic goals.Provide leadership to Contact Centre personnel through effective objective setting, delegation, motivation, and communicationConduct regular meetings to ensure that Contact Centre personnel and stakeholders are well informed of Contact Centre operationsConduct performance appraisals, provide measurable feedback to Contact Centre personnel, propose improvement plans and corrective actions as neededCoach and mentor the team to help them improve their skills and abilities through training, a defined feedback mechanism and reward & recognition model Contact Centre Operations Oversee the day-to-day activities and operations of the Contact CentreIn consultation with the relevant stakeholders, establish and constantly improve the Contact Centre operations management and performance monitoring structuresMonitor the performance of the Contact Centre and ensure that established budgets, revenue goals, Service Level Standards (SLS) and compliance requirements are metCompile, track and ensure that all customer issues, questions and complaints are channeled through the Contact Centre are resolved in a timely manner.Monitor individual, team and Contact Centre results to identify and analyze performance trendsMonitor productivity of customer service representatives and plan for improvement effortsCompile and review work volume statistics to inform resourcing levelsMonitor service calls to observe quality assurance, employee demeanor, technical accuracy and conformity to Company policiesMake necessary changes in staffing based on day of week, campaigns and other anticipated eventsDefine and continuously improve Contact Centre systems, processes, work procedures and schedules to improve efficiency of the agents Training and AwarenessIdentify, develop, and implement training programs as appropriate, covering but not limited to ICEA LION products, services, policies, procedures, processes, systems, skill and competencies Coach, mentor and develop Contact Centre agentsEnsure Contact Centre personnel are continuously aware and well-informed on products, services, customer needs and company-related issues Quality Assurance Work with the Quality Assurance Officer to set, regularly review and improve quality standardsBe involved in the review of call data to monitor customer experience and related statisticsRegularly review SLS and Turn Around Times (TATS) and recommend corrective actionsEnsure data captured and records maintained by contact Centre agents meet the set quality standards Reporting Set appropriate Contact Centre metrics, analytics and reporting frameworkProvide relevant reports on Contact Centre activities to stakeholdersMonitor and report on the productivity of contact center staff Administration Promote goodwill and a positive image of the Contact CentreEnsure the Company’s professional reputation is protectedPropagate a culture of customer care, professionalism, agility and innovation RequirementsQualifications A degree in Business Administration or related discipline6 years working experience in Contact Centre operations with at least 2 years in a supervisory roleProfessional qualifications in customer experience or Contact Centre operations Technical Skills Training and coaching skillsDeveloping templates for quality assurance and conducting calls quality assurance reviewsCalls handling and scripting skillsTech-savvyCorporate social media management skillsCalls scripting skills Competencies Leadership and supervision skillsPresentation and communication skillsCreative and innovativePassionate, self-driven and energeticBusiness acumen and analyticsCustomer centricProblem solving and conflict resolution skills