Lead inbound and outbound call center functions to deliver sales and service propositions which align with business strategies, achieving customer satisfaction and financial objectives. In short, to manage core relationships with our call centers
· Ensure the delivery of effective and qualitative response to customers (voice and non-voice). Setting high standards of service by making the most effective and efficient use of call-center staff and technology resources
· Work with outsourced call center managers to clearly define their responsibilities and develop key performance indicators/goals to ensure effective and efficient operation of the call center
· Develop short and long-term plans for the call center delivering direction, process improvement, human resource capability and organization support
Should have exposure in life insurance process