PURPOSE:
Reporting to the Contact Centre Manager, the role holder will ensure In-bound team executes their mandate within set standards, timelines and supports customers who request for assistance from the Contact Centre.
PRIMARY RESPONSIBILITIES:
- Oversee daily activities and performance of the team members. Create and manage work schedules, ensuring adequate staffing levels.
- Conduct training sessions for new hires and ongoing development for existing team members.
- Act as point of Escalation for the team when required.
- Manage In-bound calls and step in to support the team whenever required.
- Continuously monitor individual and team performance metrics (e.g., average handle time, first call resolution, customer satisfaction) and take corrective action when necessary to maintain productivity and service quality.
- Serve as the key liaison between the In-bound team and Customer Experience department, while Gathering feedback and ensuring concerns are addressed.
- Implement best practices for customer interactions to enhance service quality.
- Support team to set goals aligned with organizational objectives and develop strategies to achieve them. Conduct Performance Evaluation for direct reports.
- Other duties as assigned or guided by Head of Customer Experience or Contact Centre Manager.
| Key Skills, Knowledge, Experience and Behavioural Competencies | |||||||||||||
Academic and Professional Requirements
Experience Required:
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| Skills and Competencies:
· Relevant work experience in a busy contact centre · Customer Centric Mindset and Solutions- oriented · Excellent communication, reporting & presentation skills · Excellent communication and leadership skills · Good Organizational, decision making and time-management skills |
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| CIC Insurance Values | |||||||||||||
| CIC insurance Group is committed to providing excellent service, spur further growth and employees are required to align their behaviour to the following core values as critical to driving their performance;
· Integrity- Be fair and transparent · Dynamism- Be passionate and innovative · Performance- Be efficient and results driven · Co-operation- Live the Co-operative spirit |
If you have the aforementioned professional and academic qualifications and you are ready to execute the above mandate, strictly apply through: https://careers.cicinsurancegroup.com/ clearly indicating the position being applied for.
The application should reach us by close of business on 20th March 2025. Please note only short-listed candidates will be contacted. If you do not hear from us by 30th April 2025 consider your application unsuccessful.
N/B: This job advert is open to both internal and external candidates.