Customer Service Senior Supervisor
hace 1 mes
Position Overview
The Senior Supervisor role in our Customer Service department requires a team of supervisors to deliver best-in-class service experiences for our customers. As a key member of our team, you will drive a high level of engagement in the team and manage relationships with partners and stakeholders. You will also play a pivotal role in the strategic transformation of the operation by driving key projects that support our ambitious growth and affordability roadmap.
Responsibilities
- Manage operational KPIs across different customers and communication channels.
- Analyse performance data to identify opportunities to maximize operational results.
- Ensure high scoring in internal quality auditing and external NPS surveys.
- Drive a high-performance culture in the team by supporting and recognizing staff based on their results and development.
- Foster Employee Engagement and reduce attrition via motivation and career coaching.
- Take full ownership of high-level escalations and drive the resolution while communicating with all relevant parties.
- Partner across departments and work towards true win-win situations.
Requirements
- Minimum three years people management experience in operational teams.
- Experience in customer service and/or insurance sector is highly valued.
- Proven track record of delivering operational KPIs, resource planning, and recovery plan execution.
- Proven track record of managing highly committed teams.
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