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Britam
Banking + 2 more
Description
Knowledge, experience and qualifications required
- Degree from a recognized university.
- 2-3 years total working experience in customer service.
- Excellent Knowledge of Britam products and services
- Excellent oral, written and interpersonal communication skills
- Strong knowledge of customer care processes and techniques.
- Must have good analytical skills as well as decision making abilities.
- Good organizational and planning skills.
Technical/ Functional competencies:
- Knowledge of insurance regulatory requirements.
- Knowledge of insurance products.
- Sales and marketing management skills.
- Analyze/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
- Provide structured and timely recommendations; verbal and/or written feedback.
- Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.
- Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
- Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
- Use Contact Centre tools to gather data and analyze trends or patterns affecting quality and performance.
- Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
- Manage scheduling and load balancing for Contact Centre.
- Provide after hours/holiday support when needed to modify call flows or message announcements.
- Provide training on report and dashboard development to team members and management as needed.
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