Insurance Officer

Key Responsibilities:

• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Delegate tasks and set deadlines
• Monitor team performance and report on metrics
• Motivate team members
• Discover training needs and provide coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Encourage creativity and risk-taking
• Suggest and organize team building activities.
• Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team
• To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivity
• Acts as a point of contact for the resolution of customer escalations, enquiries and complaints from external and internal customers
• Work very closely with team members to solve customer problems
• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

Knowledge and Skill Requirements:

• Proven work experience as a team leader or supervisor
• In-depth knowledge of performance metrics
• Good PC skills, especially MS Excel
• Excellent communication and leadership skills
• Organizational and time-management skills
• Decision-making skills