Manager, Call Centre

Job Overview

Efficiently lead the Contact Centre’s team to continuously improve Customer Service & Production through consistent delivery of superior customer experience. Support the Contact Centre Head in ensuring adherence to Contact Center Service Standards / SOP’s and Department Objectives.

Company Overview

Sukoon Insurance is a leading insurance provider in Dubai, United Arab Emirates, offering a wide range of insurance products and services. Sukoon Insurance is committed to providing exceptional customer service and innovative solutions.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree
• Experience: Mid-Senior level

Key Responsibilities

• Lead the call centre by developing, implementing and reviewing call centre processes for inbound and outbound operations.
• Drive customer satisfaction by ensuring timely resolution of customer queries and complaints.
• Maintain high product knowledge level for all team members resulting is efficient call handling , sales and conversion ratio .
• Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures.
• Manage the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations.
• Support team development through periodic review, mentoring, counseling, and feedback.

Requirements

• Proven experience as call center manager or similar position.
• Knowledge of performance evaluation and customer service metrics .
• Solid understanding of reporting and budgeting procedures.
• Proficient in MS Office and call center equipment/software programs.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills with a problem-solving ability.

Benefits

• Opportunities for professional development and career growth within Sukoon Insurance.
• Work in a collaborative and supportive team environment.
• Gain valuable experience in a leading insurance company.
• Access to employee benefits.
• Engaging and inclusive work culture.
• Contribute to Sukoon's mission of providing excellent customer service.