THE ROLE
As a Senior Manager of the Customer Care team, your key responsibilities are to optimise call center performance, drive revenue growth and expand market share through effective leadership.
You will play a pivotal role in shaping the culture of our call center operations, ensuring that our team members are empowered, motivated, and equipped to provide the highest level of service to our customers.
YOUR DAY-TO-DAY RESPONSIBILITIES
Leadership and Strategy:
· Provide visionary leadership to the call centre teams, fostering a culture of high performance with high integrity.
· Set clear, ambitious yet achievable sales targets, ensuring alignment with business goals.
· Instil customer-centric mindset within the team, emphasizing the importance of continuous improvement and innovation to deliver great customer experience.
· Invest in the professional development of each team member, providing mentorship, coaching, and opportunities for growth.
· Regularly communicate company goals, insights, and key performance metrics, fostering a culture of transparency and accountability.
· Prepare comprehensive and insightful reports, updates on achievements, challenges, and strategic initiatives.
· Ensure compliance with regulatory requirements and company policies in all sales activities.
Call Center Management:
· Directly manage the call centre operations, including effective oversight on hiring, training, and performance management of sales agents.
· Lead by example, actively participating in day-to-day operations and demonstrating a hands-on approach to problem-solving and decision-making.
· Implement best practices for call handling, sales techniques, and customer service to drive efficiency and maximize sales conversion rates.
· Analyse call centre metrics, trends and performance data to identify areas and process for improvement.
· Design and execute sales incentive/recognition programs, based on sales team dynamics, that align with revenue targets.
· Strong coaching and mentoring skills to develop team members' capabilities and career growth.
· Drive a culture of recognition and appreciation, encouraging camaraderie and healthy competition.
· Collaborate effectively with cross-functional departments to achieve business objectives.
Customer Experience:
· Create and execute strategies to enhance customer satisfaction, loyalty, and retention.
· Identify inefficiencies and implement solutions to streamline customer service processes and enhance the customer experience.
· Collaborate closely with other departments such as Marketing and IT to ensure a cohesive customer experience.
QUALIFICATIONS AND EXPERIENCE
· An empathetic leader with at least 10 years of proven experience in call centre management, practices hands-on approach to operational leadership.
· Work experience in financial and insurance industry is a plus but not required.
· Strong analytical and problem-solving skills, with the ability to analyse data and identify trends that drive business outcomes.
· Results-oriented mindset, with a track record of delivering results through strategic vision and hands-on leadership.
· Excellent interpersonal skills. Ability to motivate and inspire a sales team and articulate complex ideas clearly to diverse audiences, including board members.
· Passion for employee development and engagement, with a genuine interest in supporting the career aspirations of each team member.
· Bachelor’s degree in Business Administration, Marketing, or related field.
