Opportunity for Operations Manager, having Experience 7 - 20 years in United Arab Emirates / Asian Countries • Manage all aspects of the business centre's day to day internal and external operations. • Create, revise and develop innovative and efficient ways to enhance the caller experience and overall satisfaction and implement and monitor success of the same. • Responsible for Entire operations of the call center including key performance metrics such as: - Customer satisfaction. - Call quality monitoring. - Service levels. - Abandon rates. • Responsible for the recruitment, training and development of all call centre agents and conducting of Performance Reviews. • Develop, prepare and conduct call centre and customer service specific trainings.
We provide bespoke talent acquisition, human resource and employer branding consulting to top organizations across various industries in the Middle East. We are specialists with regional insights, intellect and a lot of compassion. Connecting talent with opportunity is what we do best!!
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases