senior manager, contact centre operations (insurance).

We're seeking a visionary and results-driven Senior Manager, Contact Centre to lead and optimize our customer service operations. In this critical leadership role, you will champion customer experience excellence, drive operational efficiency, and cultivate a high-performing team within a leading financial services organization. This is an unparalleled opportunity to make a significant impact by shaping our customer interaction strategy and elevating service standards.

As the Senior Manager, Contact Centre, you will be instrumental in overseeing all aspects of our contact centre operations. You will be responsible for defining and executing strategies that enhance customer satisfaction, streamline processes, and ensure efficient service delivery across multiple channels. This role demands strong leadership, strategic acumen, and a deep commitment to fostering a positive and productive environment for our dedicated customer service professionals.

Strategic Operational Leadership

• Operational Oversight: Lead the daily operations of diverse contact centre teams, including inbound, outbound, and digital channels.
• Performance Optimization: Develop and implement strategies to maximize contact centre performance, efficiency, and overall customer satisfaction.
• Standards & Compliance: Ensure strict adherence to service level agreements (SLAs), quality benchmarks, and relevant regulatory requirements.
• Metric Management: Continuously monitor and analyze key performance indicators (KPIs) such as average handling time (AHT), first call resolution (FCR), customer satisfaction (CSAT) scores, and service abandonment rates to identify areas for improvement.
• Process Enhancement: Identify, design, and implement process improvements aimed at optimizing customer journeys and refining operational workflows.

Team Leadership & Development

• Guidance & Mentorship: Provide strong leadership, mentorship, and development opportunities for a team of managers and supervisors within the contact centre.
• Culture Building: Foster a positive, high-performance work environment that champions continuous learning and professional growth for all team members.
• Performance Management: Conduct regular performance reviews, offer constructive feedback, identify training needs, and develop robust succession plans for key roles.

Customer Experience Champion

• Customer Advocacy: Instill and champion a deeply customer-centric culture across all contact centre interactions.
• Feedback Analysis: Analyze customer feedback and insights to pinpoint pain points and uncover opportunities for significant service enhancements.
• Initiative Implementation: Drive initiatives designed to elevate the overall customer experience and cultivate lasting customer loyalty.

Cross-functional Collaboration & Innovation

• Stakeholder Engagement: Collaborate seamlessly with cross-functional departments (e.g., Technology, Sales, Marketing, Operations) to ensure integrated customer service delivery and effective resolution of complex issues.
• Reporting & Strategy: Present comprehensive performance reports and strategic recommendations to senior leadership.
• Technology & Trends: Stay at the forefront of industry trends and emerging contact centre technologies (e.g., AI, automation, advanced CRM systems), recommending and implementing innovative solutions to boost efficiency and enhance customer experience.
• Resource & Budget Management: Effectively forecast staffing requirements, manage resource allocation to meet service demands, and strategically manage the contact centre budget to identify cost-saving opportunities without compromising service quality.

Experience & Qualifications

• A Bachelor's degree in Business Administration, Operations Management, or a related field is required. A Master's degree is preferred.
• A minimum of 8-10 years of progressive experience in contact centre operations, with at least 3-5 years in a senior leadership or management role.
• A proven track record of successfully managing large teams (50+ agents/supervisors) and delivering significant improvements in service quality and operational efficiency.
• Experience within the financial services or insurance industry is highly preferred.
• Demonstrated expertise with contact centre technologies, including ACD, IVR, CRM, and Workforce Management (WFM) systems.
• Practical experience in change management and process re-engineering initiatives.

Competencies & Personal Traits

We are seeking a leader who possesses:

• Exceptional leadership and people management skills.
• Strong analytical and problem-solving abilities.
• Outstanding communication, presentation, and interpersonal skills.
• A strategic mindset with the capacity to translate vision into tangible, actionable plans.
• A results-oriented approach with a relentless focus on continuous improvement.
• The ability to thrive in a fast-paced, dynamic environment.
• A high level of integrity and professional ethics.
• Proficiency in MS Office Suite, particularly Excel and PowerPoint.
• Project management skills are considered a valuable asset.

If you are keen to explore further, kindly apply to the job ads above or reach out to Dex at 0162541577