Contact Centre Manager - Life Insurance and Pensions:
Role and Responsibilities
The role will report into the Customer Director for the Contact Center and will be responsible for the following:
Customer
- All BPO Contact Centre operations
- Delivering service excellence by meeting or exceeding all Client SLA's
- Achieving call quality requirements
- Acting as a role model and setting standards for the team in respect of being customer focused and treating customers fairly
- Embedding a \"right first time\" mentality, and a \"first time resolution\" philosophy
- Client communication and relationship management as and when required
- Participating in or leading new business bids
- Onboarding and managing new customers seamlessly as the Contact Center wins new business
- Leading Client change projects that impact on Contact Centre operations
People
- Coaching and development of Contact Centre Team Leaders
- Managing team in line with HCL HR policies
- Ensuring the team is always fully resourced with minimum attrition, sickness levels etc
- Ensuring the team is fully trained in order to deliver quality service, whilst meeting our regulatory requirements
Technology
- Monitoring industry best practice in the Contact Centre environment, and produce business cases supporting change as appropriate
Maintaining the Contact Center' telephony Disaster Recovery Plan
- Managing within Contact Centre annual financial budget
- Ensuring team members are utilised to optimum levels, identifying savings as they become apparent
- To be a key leader in the Contact Center transformation programme
- Ensuring contractual adherence at all times
- Being commercially aware in order to manage costs and optimise revenue
Qualifications and Education Requirements
Preferably degree / professional qualification, a minimum of 5 years internal Contact Center experience or 5 years experience managing a Contact Centre of at least 50 seats ideally within the financial services industry.
Skills/Knowledge/Experience
- Knowledge and experience of Contact Centre best practice (inc resource planning, knowledge management & technology)
- Responsible for the guidance and development of your team so it is essential one is a good communicator, able to inspire your team and spot potential. Man (or woman) management skills are a must.
- Management is key
- Build and maintain internal and external/sector-wide relationships
- Self-motivator with the ability to work with ambiguity
- Ability to lead and motivate new teams quickly and effectively
- Mentally agile and decisive - good numerical understanding and sound commercial judgment
- Able communicator. Persuasive and articulate, able to influence and negotiate as necessary
- Understands the risks faced by the team and the controls in place to manage and mitigate risks
Required work experience
Experience of managing a UK-based Contact Centre of at least 50 seats is essential & experience in Pension & Insurance industry
How many people is a Contact Centre manager likely to manage?
Anything from 40 -100 direct and indirect (dependent on the size of business).
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Contact Center Manager (Insurance) in Romford employer: HCL Technologies Limited
HCL Technologies Limited is an exceptional employer located in the vibrant City of London, offering a dynamic work culture that prioritises employee growth and development. With a strong focus on customer service excellence and operational efficiency, employees benefit from comprehensive training programs and opportunities to enhance their skills while contributing to meaningful projects. The collaborative environment fosters innovation and teamwork, making it an ideal place for those seeking a rewarding career in program and project management.
