Insurance Contact Centre Manager

We are recruiting on behalf of a client for an experienced Insurance Contact Centre Manager to take ownership of a fast-paced insurance contact centre, ensuring operational excellence while delivering outstanding customer outcomes. This is an exciting opportunity for a hands-on leader who enjoys being on the contact centre floor, coaching teams, optimising performance and using data to drive continuous improvement. The successful candidate will play a pivotal role in maximising call throughput, improving conversion rates, maintaining service excellence and ensuring the contact centre consistently exceeds operational and commercial targets.

Responsibilities:

• Lead the day-to-day operations of a high-volume insurance contact centre.
• Optimise call volumes, queue management and omni-channel workflows across voice, email, web chat and digital channels.
• Drive booking conversions, authorisations and operational efficiencies through performance management and coaching.
• Lead, mentor and develop Team Leaders and Contact Centre Agents to achieve and exceed performance targets.
• Manage workforce planning, scheduling, productivity and resource allocation to maximise operational efficiency.
• Ensure compliance with regulatory requirements, quality standards, insurer SLAs and POPIA legislation.
• Analyse operational data and produce performance reports to identify trends and implement improvement initiatives.
• Resolve escalated customer complaints while promoting first-contact resolution and exceptional customer service.
• Work closely with internal stakeholders to enhance systems, processes and overall customer experience.

Requirements:

• Minimum of 7–10 years' experience in contact centre operations, with 3–5 years in a senior management role.
• Proven success in improving operational performance, call throughput, conversion rates and agent productivity within a high-volume contact centre.
• Strong workforce management experience, including forecasting, scheduling, shift planning and real-time queue management.
• Experience managing omni-channel contact centre environments.
• Demonstrated leadership skills with a passion for coaching, mentoring and developing high-performing teams.
• Strong analytical skills with experience using contact centre reporting tools and performance dashboards.
• Insurance or financial services experience, including exposure to FAIS and TCF requirements, will be advantageous.
• Matric is essential. A relevant tertiary qualification will be beneficial.

EE Disclaimer:

All positions will be filled in accordance with the company's Employment Equity plan. We encourage people with disabilities to apply.

Application Unsuccessful Disclaimer:

If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.

REF: TB01