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 based in Dubai, United Arab Emirates. They operate in the insurance industry and focus on providing various insurance services and customer support through their contact center.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: bachelors-degree
• Experience: 5 Year+

Key Responsibilities

• Lead the call centre by developing, implementing, and reviewing call centre processes.
• Drive customer satisfaction by ensuring timely resolution of customer queries and complaints.
• Maintain high product knowledge level for all team members through training and coaching.
• Ensure consistency in adherence to call centre guidelines, underwriting guidelines, and operational procedures.
• Set and measure performance targets for speed, efficiency, sales, and quality.
• Manage the complaint management function and ensure adherence to all DHA/HADD laws on complaint handling.

Requirements

• Proven experience as a call center manager or similar position.
• Knowledge of performance evaluation and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).
• Proficient in MS Office and call center equipment/software programs.
• Outstanding communication and interpersonal skills.

Benefits

• Opportunities for professional development within Sukoon Insurance.
• Work in a leadership role within a customer-focused environment.
• Chance to implement and improve call center processes.
• Exposure to the insurance industry and customer service operations.
• Supportive team environment.
• Competitive benefits package.