Responsibilities:

• Team Leadership & Coaching: Lead, motivate, and coach the team to deliver high-quality customer service and achieve sales targets. Foster a positive culture focused on continuous improvement and professional growth.

• Operations Management: Oversee daily call center operations, ensuring the team effectively handles policy maintenance, customer inquiries, and insurance quotations.

• Sales & Service Excellence: Drive the implementation of sales strategies to identify business opportunities while ensuring a differentiated level of customer care. Analyze service data to propose resolutions and improve workflow efficiency.

• Compliance & Quality Assurance: Ensure all operational procedures and sales activities strictly adhere to company guidelines and regulatory requirements.

• Performance Monitoring: Track Key Performance Indicators to evaluate team effectiveness, sales conversion, and service quality.

• Stakeholder Management: Build and maintain constructive relationships with key internal stakeholders to facilitate smooth business operations.

Requirements:

• Experience: Minimum 2 years of management experience in Call Center or Customer Service environments.

• Industry Knowledge: Experience in the Insurance industry is highly preferred. Knowledge of General Insurance products is an advantage.

• Qualifications: Holder of IIQE Papers 1 & 2 is required.

• Skills: Strong sense of sales and marketing with a result-oriented mindset.

• Soft Skills: Excellent problem-solving skills with the ability to handle difficult situations and complaints patiently. Resilient and able to work under pressure.

• Education: University graduate or equivalent work experience.