Motor Call Center Leader – Dubai | Financial Services| Orient Insurance PJSC

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world’s most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Job description

We are seeking a dedicated and experienced Motor Call Center Team Lead to join our dynamic team. This role is crucial for ensuring the efficiency and effectiveness of our call center operations within the Insurance industry. The ideal candidate will have a proven track record in managing and leading call center agents, particularly in a motor renewal context, to achieve and exceed performance targets.

What you will do

• To manage a Motor retention team who handle the Al-Futtaim Showroom Renewals (Policy issuance, Underwriting and Customer service)
• Implement the Telesales Lead qualification process, quotation preparation and data segregation on Microsoft Excel
• Handling escalations, conflict management
• Recruit, monitor and evaluate the performance of call center agents, providing constructive feedback and setting goals to drive excellence
• Oversee the daily reporting, call monitoring & auditing
• Drive the team to ensure maximum retention %
• Monitor call center performance metrics and develop and implement strategies to improve customer service
• Strict adherence to process turnaround times and adhere to commitments made to the client
• Must provide highest standard of customer experience to all business partners & clients

Required skills to be successful:

• Attention to details
• Strong Customer Services
• Proactive and self-motivated
• Time management and focused delivery of deadlines
• Ability to perform under pressure & perform multiple tasks simultaneously
• Excellent Communication skills
• Excellent Leadership skills
• Strong understanding of Call Center operation

What equips you for the role:

• Holding a relevant university degree or general insurance qualification
• Having over 3-5 years of work experience in a call center leadership role, preferably within insurance industry handling similar job responsibilities
• Ability to prioritize workload in meeting deadlines and agreed TAT
• Ability to effectively manage complex customer issues and provide solutions in a timely manner

About Orient Insurance PJSC:

Orient Insurance Company commenced operations in 1982 as a part of the reputed Al-Futtaim Group and has since recorded a progressively steady growth. The Company is counted among the leaders in the UAE insurance market. Orient Insurance Company has a paid-up capital of AED 500 Million which is the highest in the insurance industry in UAE. With head office in Dubai, the company serves its clientele through an extensive branch network in Jebel Ali, Abu Dhabi, Al Ain, Sharjah and Ras Al Khaimah in UAE, Muscat in Sultanate of Oman and Bahrain.

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