Call Centre Head of Operations (Senior Group Manager) - Insurance Night Shift
Core
Lead contact centre operations for an insurance client, driving KPIs, SLAs, profitability, and customer experience while managing a large team.
Role type
Senior Group Manager (Operations)
Builds
Contact centre operations and client service programs
Domain
Insurance / Business Process Outsourcing (BPO)
Required skills
Leadership, stakeholder management, financial acumen, operational risk management, workforce planning, performance analysis, compliance management, team coaching
Preferred skills
Lean Six Sigma certification, international insurance BPO experience, Contact Centre Management degree
Technologies
None stated
Responsibilities
Lead delivery of contractual KPIs and SLAs, manage escalations and operational challenges, forecast and budget, monitor staffing and cost drivers, conduct financial audits, lead and develop a team of managers, ensure regulatory compliance, drive continuous improvement
Seniority
Senior, hands-on IC with leadership scope