We are seeking to employ an excellent International BPO/Call Centre  Team Manager / Assistant Manager/Team Leader

Basic Function

• Drive overall performance and manage International Insurance voice processes.
• Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines.
• Produce reports to gauge process performance and lead process meetings / calls.
• In addition to call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable.

Role / Responsibility

• Manage teams
• Ensure customer satisfaction and productivity
• Meet targets
• Motivate team members
• Manage complaints
• Monitor call transactions
• Provide coaching and feedback to team members
• Assist new hires
• Client Interaction, where required
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Collect and provide data for audits
• Effectively management of workload

Competencies & Skills

• Knowledge of the function, process and systems
• Coaching and Feedback ability
• Excellent communication skills
• Effective operations management
• Previous experience in a similar environment is preferred

Values & Behaviour

• Customer Service Orientation
• Quality Orientation
• Empathy for effective on the job coaching and feedback

Work Experience Requirements

• Minimum 12 months experience as TL, Team Manager, Assistant Manager in at an International Call Centre 

Education Requirements

Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.

Additional Requirements

• Open to work US or UK hours
• Cannot have any criminal record
• No bad debt (accounts in arears/ under debt review)

If you are interested 

Please share your CV with  James Knoll

James@abcworldwide.com 

Send CV along with current salary, expected salary and notice period