The Contact Centre is responsible for driving service and sales excellence and providing the best-in-class experience for all UOI customers.
As a Contact Centre Team Lead, you will play a crucial role in managing and leading the contact centre teams. In addition to providing excellent service to insurance customers, you will be responsible for creating a customer feedback loop, developing, and tracking customer service KPIs, improving customer satisfaction, and fostering a customer-centric environment within the organisation. You will also be responsible for establishing the outbound and retention sales team, tracking and optimising sales performance and customer retention, identifying opportunities for lead generation and increasing revenue.
Main Responsibilities
Team Management
- Lead, mentor, and motivate the contact centre team to achieve performance targets and deliver exceptional service
- Conduct regular team meetings to communicate goals, share updates, and address any concerns and feedback
- Define key performance indicators (KPIs) for the contact centre team in alignment with organisational goals and conduct regular performance reviews
- Regularly track and analyse KPIs, providing insights to drive continuous improvement
- Identify training needs for the contact centre team and collaborate with the HR and Line Managers to address gaps
- Conduct QA and regular coaching sessions to enhance the skills and knowledge of team members
- Develop and implement strategies for outbound and retention sales campaigns
- Identify ways to increase customer retention
- Prepare and present performance reports to senior management, providing insights and recommendations for continuous improvements
- Ensure all telemarketing activities comply with regulations
Customer Interaction
- Develop scripts and other materials to increase efficiency and improve communications
- Handle escalated customer enquiries and complaints, ensuring swift resolution and customer satisfaction
- Provide guidance to team members on effective customer communication and issue resolution
- Support the team to handle incoming calls, emails, and message from insurance customers promptly and professionally
- Ensure customer queries, concerns, and complaints are addressed with empathy and efficiency
- Ensure customers are educated on insurance policies, coverage details, and additional services to enhance their understanding and satisfaction
Service Excellence
- Strive for excellence in customer service by actively listening to customer needs and providing tailored solutions
- Embed a customer feedback loop into customer service operations and provide insights and suggestions for process improvements to enhance overall customer experience
- Ensure a positive customer experience throughout the team's entire interaction, demonstrating a commitment to customer satisfaction
- Investigate and resolve customer issues, collaborating with other departments when necessary
- Monitor call investigations for complaint cases and escalate complex issues to the appropriate channels while keeping the customer informed of the resolution process
- Contribute to the strategy and development of a customer-centric culture organisation
- Work closely with cross-functional teams to streamline and enhance customer service and sales processes, implementing best practices to optimise efficiency and improve the overall customer experience
- Maintain accurate and detailed records of customer interactions, feedback, and resolutions for tracking and analysis
- Recommend and support the implementation of tools to track customer interactions and gather insights
Requirements
- Diploma or equivalent with Certificate of General Insurance (CGI) or possession of General Insurance Certification &/or Certification on Health Insurance
- At least 2 years of experience managing a customer service team
- Strong analytical skills with the ability to interpret data and derive actionable insights
- Excellent communication and interpersonal skills
- Familiarity with customer service KPIs and metrics
- Proficiency in Microsoft Office
- Independent, meticulous, organised and able to multi-task efficiently
- Works well in a team environment
