Assistant Manager Contact Centre job at APA Life Assurance Company Ltd
Website :
807 Days Ago
Linkedid Twitter Share on facebook

Vacancy title:
Assistant Manager Contact Centre

[ Type: FULL TIME , Industry: Insurance , Category: Customer Service ]

Jobs at:

APA Life Assurance Company Ltd

Deadline of this Job:
13 September 2022  

Duty Station:
Within Kenya , Nairobi , East Africa

Summary
Date Posted: Wednesday, September 07, 2022 , Base Salary: Not Disclosed

Similar Jobs in Kenya
Learn more about APA Life Assurance Company Ltd
APA Life Assurance Company Ltd jobs in Kenya

JOB DETAILS:
Assistant Manager Contact Centre

KEY PRIMARY RESPONSIBILITIES
• Contact Centre team leader supporting Inbound, Back Office, Outbound and Quality Assurance.
• Training and coaching programs to continuously improve contact centre competencies
• Streamline the operational aspects of the Contact Centre and address related gaps that have a negative impact on customer experience, risk & compliance.
• Build best practice strategic contact centre by making it a valued add centre through revenue generation vide cross-selling, loyalty and retention drives, utilization of channels and robust customer on boarding initiatives.
• Institutionalize sustainable customer feedback and rating methods such as NPS and CSI measures.
• Review and recommend strategic initiatives that will improve efficiency at the contact centre.
• Manage weekly and monthly contact centre management reports.
• Contact Centre Operational risks assessment to ensure all-round compliance.
• Develop and support the implementation of key contact centre strategic initiatives toward Customer Service digitization.
• Drive contact centre strategic processes review and their alignment to the business
• Promote continuous improvement of people, processes and systems optimization.
• Promote departmental and organizational customer- centricity culture.
• Responsible for the end-to-end customer contact processes and their associated customer experience.
• Supporting cross-company initiatives to drive improvements, efficiency and reduce complaints.
• Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
• Performance appraisal of the Contact Centre team.

ACADEMIC QUALIFICATIONS
Bachelor’s degree in Business/Social Sciences or an equivalent

JOB SKILLS AND REQUIREMENTS
• Visionary Leadership
• Customer Focus
• Ownership & Commitment
• Team Spirit
• Critical thinking

PROFESSIONAL QUALIFICATIONS
• Professional qualification would be an added advantage

EXPERIENCE
At least 3 years’ experience management role experience in a busy Contact Centre


Work Hours: 8


Experience in Months: 36

Level of Education:
Bachelor Degree

Job application procedure

Send your application to recruitment@apollo.co.ke  with job title as subject


All Jobs

QUICK ALERT SUBSCRIPTION

Job Info
Job Category: Customer Service jobs in Kenya
Job Type: Full-time
Deadline of this Job: 13 September 2022
Duty Station: Nairobi
Posted: 07-09-2022
No of Jobs: 1
Start Publishing: 07-09-2022
Stop Publishing (Put date of 2030): 07-09-2066
Apply Now
Notification Board

Join a Focused Community on job search to uncover both advertised and non-advertised jobs that you may not be aware of. A jobs WhatsApp Group Community can ensure that you know the opportunities happening around you and a jobs Facebook Group Community provides an opportunity to discuss with employers who need to fill urgent position. Click the links to join. You can view previously sent Email Alerts here incase you missed them and Subscribe so that you never miss out.

Caution: Never Pay Money in a Recruitment Process.

Some smart scams can trick you into paying for Psychometric Tests.