Job Details

Insurance Call centre Operations Manager

Sector:General Insurance

Region : North West England

Location: Cheshire

Salary: Bonus, Pension and other Benefits

Job Ref.: DACICH19072016

Job Information

Call Centre Operations Manager : North West

Salary £35,000 - £45,000 DOE + Car and Bonus

My client a company working within the insurance industry are currently seeking a Call Centre Operations Manager to join their successful Senior Leadership team.

This is a fantastic opportunity for an experienced call centre operations manager to join National Insurance Broker who provides Motor Insurance for young drivers.
The role:

To recruit, motivate, retain and develop skilled quotation teams, which are deployed to optimise productivity, achieve correct quality standards and minimise cost.

To ensure fully documented Systems of Work are maintained for all functions and processes within area of responsibility and that these include staff competencies, agreed operational standards and key performance indicators.

To ensure that all staff are managed to agreed levels of performance, drive improvements in service performance (as measured by internal and external service level agreements) ensuring appropriate measurement, monitoring and governance controls are established within the Quotation Teams.

To manage Clients protectively by clearly setting expectations and communicating operational information demonstrating current operational performance levels. This will include the implementation and management of key medium sized accounts.

To ensure that phone monitoring facilities are correctly managed and fully utilised to effectively control: - call waiting, holding times and that lost calls are kept to a minimum and thus promote and develop the activities/accountabilities of the Quotation Teams.

To ensure that any non-compliance issues highlighted by external / internal auditors are corrected within the appropriate time scales.

Skills and experience:

5 years Management experience in a call centre / customer focused operation.
Proven experience of leading, motivating and developing a small to medium team in a fast paced telephony environment.
Experience of resolving complex customer problems / issues / complaints.
Proven Understanding of customer service processes and systems.
Ability to prioritise own and team workload to meet service level agreements / targets in a telephony environment
Proven knowledge and understanding of existing market sectors/products/ service packages
Experience of Motor Insurance

Please apply with an up to date CV and a consultant from Cameron James will be in contact with you