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
Contact Center Manager (Insurance) employer: HCLTech
HCLTech is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation thrives and employees are empowered to grow their skills in cutting-edge technologies. With a global presence and a commitment to employee development, HCLTech offers numerous opportunities for career advancement, particularly in the exciting field of AI and frontend development. Joining our team means being part of a collaborative environment that values creativity and encourages meaningful contributions to impactful projects.
