Contact Centre Manager at CIC Insurance

CIC Insurance Group Limited, commonly referred to as CIC Group, is an insurance and investment group that operates mainly in Kenya, Uganda, South Sudan and Malawi

 

Contact Centre Manager

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience5 years
  • LocationNairobi
  • Job FieldCustomer Care 

PURPOSE:

Reporting to the Group Head of Customer Experience, the Contact Centre Manager will be responsible for the overall management, performance, and development of the Contact Centre. This role involves leading a team of agents, monitoring key performance indicators (KPIs), ensuring exceptional customer service delivery, and maintaining high operational standards.

PRIMARY RESPONSIBILITIES:

Oversee Contact Centre Operations

  • Ensure optimal staffing levels through effective workforce planning and shift scheduling.
  • Manage the daily operations of the Contact Centre, ensuring the delivery of high-quality customer service that aligns with the company’s goals and objectives.
  • Monitor call volume patterns and adjust staffing schedules as needed to meet demand.
  • Coordinate with supervisors and team leaders to resolve any operational issues and ensure that day-to-day activities run smoothly.
  • Proactively address challenges and implement solutions.

Performance Management

  • Continuously monitor individual and team performance metrics (e.g., average handle time, first call resolution, customer satisfaction) and take corrective action when necessary to maintain productivity and service quality.
  • Establish clear and achievable performance targets for speed, efficiency, and quality. Regularly assess performance against targets and implement improvements to achieve organizational goals.
  • Provide ongoing coaching, support, and feedback to team members. Foster a positive work environment that encourages continuous improvement, engagement, and high performance.
  • Use performance analytics and reporting tools to monitor key metrics and identify trends. Make data-driven decisions to improve processes, enhance efficiency, and meet organizational goals.

Conduct Regular Trainings

  • Regularly review the performance of Contact Centre staff, identify training needs, and design training programs to close skill gaps.
  • Liaise with Learning & Development and various Subject Matter Experts to ensure training is fit for purpose, and ensure adequate knowledge dissemination of products and services.

Manage Contact Centre Technology

  • Oversee and manage the Contact Centre’s technology infrastructure, including CRM, workforce management tools, call routing systems, and other key software platforms.
  • Support in ensuring all systems are fully integrated and function seamlessly to support daily operations.
  • Undertake vendor relationship management and ensure all invoices concerning contact centre systems, software and operations are paid on time.

Feedback and Service Improvement

  • Serve as the key liaison between the Contact Centre and other business departments. Gather feedback and collaborate to ensure the Contact Centre is supporting the broader organizational objectives.
  • Keep abreast of industry trends, new technologies, and best practices to ensure the Contact Centre operates efficiently and effectively.

Resolve Complex Customer Issues

  • Act as the escalation point for complex or sensitive customer complaints and inquiries. Ensure issues are addressed quickly, effectively, and with a focus on maintaining high customer satisfaction.

Develop and Maintain Knowledge Base

  • Create, manage, and regularly update the Contact Centre’s knowledge management system, ensuring that it is comprehensive, easy to navigate, and up-to-date with the latest product, service, and troubleshooting information.
  • Work closely with product, service, and support teams to integrate new information, FAQs, and resolutions into the knowledge base.

Ensure Compliance with Regulations

  • Oversee the compliance of Contact Centre operations with all relevant legal, regulatory, and industry standards.
  • Ensure upto date practices are embraced and implemented in the contact centre.
  • Provide ongoing training and updates to the team on relevant compliance matters and best practices.

Quality Assurance Oversight

  • Develop and implement a Quality Assurance (QA) framework to assess the quality of interactions between Contact Centre agents and customers.
  • Conduct regular QA evaluations (call monitoring, chat reviews, etc.) to ensure agents are adhering to company policies, communication standards, and service excellence.

Key Skills, Knowledge, Experience and Behavioural Competencies

Academic and Professional Requirements

  • Education    Bachelor’s Degree    Degree in a Business-related field.
  • Professional Qualification    CRM

Experience Required:

 Description    Required years of experience

  • Relevant experience    5+
  • Contact Centre Leadership/Customer Experience    2 (Desirable)

Skills and Competencies:

  • Excellent analytical skills to enable resolution of unstructured and complex problems.
  • Good understanding of Operational Risk Management.
  • Strong verbal and written communication skills to convey feedback effectively to team members and leadership.
  • level of attention to detail when reviewing customer interactions and performance metrics.
  • Ability to identify problems and root causes within the customer experience and propose solutions.
  • Customer-Centric Mindset

Method of Application

Interested and qualified? Go to CIC Insurance on careers.cicinsurancegroup.com to apply

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