Resolution Insurance-Contact Centre Team Leader


Resolution Insurance Company Ltd is a general insurer offering innovative and responsive insurance solutions. We have learned to adapt in this constantly changing society, and develop comprehensive products that are relevant to our clients. We currently have over 60,000 members in our fold and have
partnered with over 500 medical service providers across East Africa; a strong network of hospitals, clinics and doctors.

The Resolution Insurance brand is energetic and trendy. In pursuit of our ambitious growth plan, we are looking to fill the position below:


Reporting to the Head of Client Experience, the Contact Centre Team Leader will be accountable for Operational supervision of Client Relations Executives.

Key Responsibility Areas:

1. Training Support
. Ensure that all new Client Relations Executives (CRE’s) are familiar with RIL products and relevant systems within 5 days of employment
. Monitor call management
. Identify and assess Client Relations Executives’ training needs
2. Call Management:
. First line supervision-immediately respond to any request for assistance received from
Client Relations Executives
. Screen and intervene in cases of high complexity/sensitivity when required
. Intervene and resolve any scenario where there is evidence of customer dissatisfaction
with the service offered within the contact centre
. Continuously monitor CCA workload and productivity, and when necessary
redistribute work and/or staff in consultation with the HOD
3. Performance Measurement
. Measure and evaluate individual performance against agreed performance standards
on a daily and weekly basis
. Monitor and report when Key Performance Areas of the CCA are not adhered to
. Make the necessary recommendations to the HOD with regards to rewards/recognition
of performance, achievements and improvements of the team
4. Reporting:
. Collate individual CREs activity reports at the end of each day
. Provide HOD with a consolidated report and feedback on a daily basis
. Inform the HOD of complex or sensitive cases (i.e. high profile clients (VIP); complaint
where there is a possibility of public media attention etc.)
5. Quality Checks:
. Collate agreed departmental reports for tracking and reporting
. Coordinate the customers surveys, analysis and reporting feedback
. Daily, weekly and monthly customer touchpoint service analysis and reporting
. Service gap analysis; continuous improvement and benchmarking;
. Own and drive the cross selling targets agreed with HOD

. Responsible for follow-up of incentive payments for CREs as per approved budget

Qualifications and Experience:


. Minimum 4 years’ experience in a contact centre environment. Experience in leading teams
. Business degree. A certification in Contact Centre operations is an added advantage
. Product training
. Computer Software competency (MS Office, specific applications such as IVR etc.
. Voice-logger Training
. ACD and Contact Centre Training
. Telephone etiquette
. Written Communication Skills (English)
. Application of Customer Service Principles
. Problem-solving Techniques
. Time Management
. Quality Control
. Performance Management and Evaluation

. Able to motivate others
. Problem-solving skills
. Analytical ability
. Good communication skills
. Able to relate well to people at all levels
. Able to take calculated risks
. Attention to detail
. Lateral thinking
. High sense of responsibility

If you believe you are a team player and would be a valuable resource to this ever growing brand, kindly visit
our careers page on http://www.resolution.co.ke by Close of Business on Friday 3rd February 2017.

Only shortlisted candidates will be contacted

Apply here


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Human Capital Resources and Solutions.

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