Manager - Call Center
Manager - Call Center
Union Assurance is a leading corporate and one of the fastest growing entities in the Life Insurance industry backed by the strength and stability of John Keells Holdings PLC, one of Sri Lanka's largest conglomerates.
The Job Role:
The person will be responsible for ensuring efficient and effective management of inbound, outbound and outreach calls, handling customer queries and complaints and improving the overall customer experience.
Principle Accountabilities:
- Responsible for managing the operations of the inbound, outbound and outreach calls.
- Develop and execute strategies to enhance the call center’s operational efficiency and productivity.
- Ensure adherence to standard operating procedures (SOPs) and quality control measures to maintain a high level of customer service.
- Develop and implement call center policies, procedures, and standards to ensure consistent and high-quality customer service.
- Manage the inbound and outbound call center’s operations to meet service level agreements (SLAs) and handle escalations
- Ensure that all customer inquiries, complaints, and requests are resolved in a timely and satisfactory manner and handle escalations and complex issues raised by customers.
- Monitor and evaluate the performance of call center agents, providing feedback and coaching to support their ongoing development and success
- Focus on the development of customer outreach vertical and ensure adherence to established protocols and that customer satisfaction is maximized
- Optimize utilization of call center resources to enhance operational efficiency and customer experience
- Conduct regular analysis to identify areas of improvement for call center performance and operations.
- Identify innovative means to improve the NPS.
Qualifications and Experience
- A Bachelor’s degree in Business Administration, any other relevant discipline from a recognized University.
- A full/part qualification from a recognized professional institute will be an added advantage.
- MBA or equivalent qualification will be an added advantage
- Minimum 03-04 Years in Assistant Manager, with 10+ years overall experience, preferably in Insurance industry.
- Extensive expertise in call center operations and deep understanding of customer service.
- Exceptional interpersonal, decision-making and problem-solving skills
- Strong adaptability, ability to work under pressure and capacity to work in fast-paced environments.
The selected candidate for the above position will be entitled to an attractive remuneration package. Applicants who are interested are encouraged to apply on or before 19th July 2025.