Location
Gurgaon | India
Job description
position summary
In a 24/7 operation, responsible for the supervision of a team of contact center associates. Coach, direct and develop associates so they can professionally service the customer within the service standards set by the department and the client. Coordinate work activities to achieve the volume expected to meet operational requirements. Recognize and recommend operational improvements. Responsible for the day-to-day application of organizational policies and procedures.
key responsibilities Supervise, coach and develop team of associates to ensure efficiency of the department, satisfaction of customers and clients, and to maximize team performance. - Hold regular one-on-one's and team meetings; contribute to team engagement.
- Actively manage performance; identify training needs and provide post-training support.
- Distribute assignments and coordinate work activities.
- Recognize and recommend operational improvements.
- Perform other leadership duties such as ensuring time worked is approved and entered on time, performance reviews are conducted and new staff are recruited on time.
- Ensure effective use of resources and knowledge.
- Monitor calls to ensure adherence to procedures and customer service standards.
- Manage high profile cases.
- Log in and take calls, when required.
Qualifications and Education Requirements - Post-secondary education coupled with a minimum of 2 years' experience in a call centre setting.
- Minimum 1 year leadership experience.
- Possess problem solving, interpersonal and phone etiquette skills.
- Possess superb customer service skills, a strong customer focus, and commitment to customer satisfaction.
- Excellent leadership and motivational skills required including demonstrated ability to coach and provide feedback to others.
position summary In a 24/7 operation, responsible for the supervision of a team of contact center associates. Coach, direct and develop associates so they can professionally service the customer within the service standards set by the department and the client. Coordinate work activities to achieve the volume expected to meet operational requirements. Recognize and recommend operational improvements. Responsible for the day-to-day application of organizational policies and procedures.
key responsibilities Supervise, coach and develop team of associates to ensure efficiency of the department, satisfaction of customers and clients, and to maximize team performance. - Hold regular one-on-one's and team meetings; contribute to team engagement.
- Actively manage performance; identify training needs and provide post-training support.
- Distribute assignments and coordinate work activities.
- Recognize and recommend operational improvements.
- Perform other leadership duties such as ensuring time worked is approved and entered on time, performance reviews are conducted and new staff are recruited on time.
- Ensure effective use of resources and knowledge.
- Monitor calls to ensure adherence to procedures and customer service standards.
- Manage high profile cases.
- Log in and take calls, when required.
Qualifications and Education Requirements - Post-secondary education coupled with a minimum of 2 years' experience in a call centre setting.
- Minimum 1 year leadership experience.
- Possess problem solving, interpersonal and phone etiquette skills.
- Possess superb customer service skills, a strong customer focus, and commitment to customer satisfaction.
- Excellent leadership and motivational skills required including demonstrated ability to coach and provide feedback to others.
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams, and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and shape a better future for our customers.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, or sexual orientation.
Join us. Let's care for tomorrow.
Note: Diversity of minds is an integral part of Allianz' company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to be motivated in gaining varied skills from different positions and to collect experiences from across Allianz Group
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