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Unit Manager – Call Center
Job Responsibilities:
- Manage Call Center & back-office employees to ensure the smooth run of the day-to-day operations and the quality of service given to our life and P&C customers.
- Contribute to the strategic development of the unit by recommending new initiatives to distinguish Allianz Call Center from other call centers in the insurance market.
- Evaluate, measure, and appraise performance of the call center employees and recommend their future development with strong input on their promotions and rewards. Assess and arrange training needs for subordinated and spot areas of employees’ performance development initiatives.
- Assist in planning and controlling the call center budget in accordance with company policy and regulations.
- Handle escalated customer complaints and requests with high ability of problem solving and decision making.
- Responsible of updating knowledge and enriching employees’ skills to meet the fast moving in Customer Service environment.
- Present monthly reports that include CC performance, KPIs, Back Office report and general Call Center reports. Prepare analysis to enhance services and quality to match the standards required by company.
Qualifications:
- 5-7 years of experience in a relevant managerial position.
- Experience in Call Center is an asset.
- Call Center technique and platform knowledge.
- Good command for using Microsoft office specially Word, Excel & PowerPoint as well as Microsoft Outlook.
- Good Command of Writing & Speaking English.
If you are interested in the above mentioned vacancy, please apply now, using the link below, with your resume attached
Note: Please do not change the automatically generated e-mail subject or your application will be discarded.
Allianz is fully committed to a workplace free of discrimination and actively promotes equal opportunities where all candidates have the same opportunity.
Allianz is committed to building a diverse workplace and recognizes that diverse employees bring varied skills, knowledge, backgrounds and perspectives to the workplace.
