Client Engagement Centre Leader
4 weeks ago
Customer Service Operations Manager - Existing Business
We are seeking a skilled Customer Service Operations Manager to join Ardonagh Advisory, working closely with the Head of Contact Centre.
In this role, you will oversee the direct management of all team leaders within the department. As part of the leadership team, your focus will be on ensuring the effective and efficient operation of the business, executing strategies as necessary, and guiding teams to achieve all performance KPIs, regulatory standards, and service level agreements.
Key Responsibilities
Your responsibilities will include:
managing the performance of sales, retention, and service activities within the customer service centre providing leadership, management, and motivation to your teams to meet all performance targets collaborating with the Contact Centre Leadership and Volume Trading teams to develop revenue opportunities from both existing and new clients, and implementing strategies to convert these opportunities into revenue working with your team to identify and address gaps in products and services within the current portfolio that align with customer needs and deliver business value overseeing Team Leaders and Customer Service Executives in your area, offering clear guidance and direction to them and their teamsQualifications and Experience
Essential:
Proven experience in a Contact Centre environment Demonstrated experience in leading teams to achieve financial, operational, service, and quality KPIs in a high-volume processing or sales context Experience in recruitment, development, and performance management of teams Familiarity with working in a regulated financial services environment, preferably in Insurance Strong client relationship development and management skills Proficient in Microsoft Office applications and tools Results-oriented mindsetDesirable:
Experience in managing Team LeadersFor further information, please reach out to the relevant senior leader for a discussion or to request a comprehensive job description.
#AIB #LI-KB2
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