Contact Centre Manager

The Contact Centre Manager is responsible for leading and managing both inbound customer service operations and outbound telemarketing functions. This role ensures service excellence, drives sales performance, and enhances customer experience while maintaining operational efficiency and team engagement.

Key Responsibilities:

1. Team Leadership & People Management

• Lead, coach, and develop Team Leader, Customer Service Representatives, and Telemarketers to achieve high performance and engagement
• Set clear performance expectations and KPIs aligned with business goals and customer outcomes
• Conduct regular performance reviews, coaching sessions, and team huddles, using data-driven insights to improve individual and team effectiveness
• Foster a positive, accountable, and customer-focused team culture that promotes retention and continuous development

2. Customer Service Operations

• Oversee daily inbound operations to consistently meet or exceed service level targets (e.g., SLA, Abandon Rate, CSAT, NPS)
• Take ownership of escalations and complex customer issues, exercising sound judgement and problem-solving to ensure timely and effective resolution
• Drive continuous improvement in customer experience through journey optimization, quality initiatives, and root-cause analysis
• Ensure strict adherence to company policies, regulatory requirements, and quality standards

3. Telemarketing & Sales Performance

• Lead outbound sales and telemarketing operations to achieve revenue and conversion targets
• Develop and implement effective calling strategies, campaigns, and sales approaches aligned to business objectives
• Monitor lead management, follow-ups, and pipeline performance to maximize results
• Collaborate with internal stakeholders to refine product offerings, sales scripts, and customer propositions

4. Performance Management, Reporting & Analytics

• Track, analyze, and report key operational and sales metrics (e.g., service levels, conversion rates, productivity) to support informed decision-making
• Translate performance data into actionable insights and recommendations for improvement
• Oversee workforce planning, forecasting, and scheduling to balance service quality, productivity, and cost efficiency

5. Process Improvement & Strategic Execution

• Identify operational gaps, risks, and inefficiencies, and implement sustainable process improvements
• Support digital transformation initiatives, system enhancements, and automation to improve scalability and customer experience
• Align contact center strategies with broader business goals, demonstrating strategic thinking and execution capability

6. Stakeholder Management & Collaboration

• Act as a key point of contact for internal stakeholders (e.g., Finance, Marketing, Operations, Underwriting) on contact centre matters
• Provide clear communication, insights, and updates on performance, risks, and improvement initiatives
• Support cross-functional projects and initiatives, contributing operational expertise and leadership

Qualifications and Skills:

• Proven experience in the insurance, or financial services sector
• Knowledge of andexposure to contact centre technologies
• Background in driving process improvement and implementing initiatives
• Bachelor’s degree inBusiness, Management, or related field
• Minimum 10 years of experience in contact center operations, with at least 3 years in a leadership role
• Must be COMGI, BCP, PGI and HI certified
• Proven experience managing both customer service and outbound sales/telemarketing teams
• Strong understanding of contact center KPIs, workforce management, and reporting tools
• Excellent leadership, communication, and stakeholder management skills
• Results-driven with strong analytical and problem-solving abilities