Jardine Lloyd Thompson Australia2ic Contact Centre
Jul. 2014 - Jul. 2015• Division and management of workload to ensure all tasks are completed in a timely and thorough manner. • Setting and providing feedback on KPI’s on a team and individual level
• Design and implementation of procedures and work flow processes to ensure the effective and efficient completion of work
• Coaching and mentoring of staff to ensure quality and quantity expectations are met, while providing superior customer service
• Liaising with Colleagues and stakeholders regarding future planning of the contact centre including future staffing, outbound new business campaigns and the addition of new products requiring the input of the customer service team
• Designing and implementing work volume tracking procedures such as inbound and outbound call trackers, spreadsheets and email inbox management processes
• Handling customer enquiries through several inbound telephone lines
• Completing outbound phone calls, for the purpose of client call backs, debtors/outstanding renewal payments, documentation follow up, new business campaigns
• Managing the renewal process for approx. 150-200 clients per month, beginning with calls to clients to confirm contact details and policy coverage, to the posting and emailing of documentation, and follow ups to ensure retention KPI’s are met.
• Actioning client, colleague and stakeholder emails from 11 different email addresses across different products and areas of the business