About the Role
Omni Contact is recruiting a Supervisor (Life Insurance) to lead, coach and develop a team of Customer Service Agents to achieve sales, service, quality and compliance targets.
Duties:
- Lead contact-centre teams through coaching, daily huddles, performance reviews and roster management.
- Drive KPIs (sales conversions, NPS, QA, First Call Resolution, adherence); monitor calls and coach.
- Handle escalated enquiries, complaints, bereavement and payment cases; support the policy life cycle with underwriting and claims.
- Monitor real-time performance and SLA compliance; prepare daily reports; support agent onboarding and development.
Duties:
- Lead contact-centre teams through coaching, daily huddles, performance reviews and roster management.
- Drive KPIs (sales conversions, NPS, QA, First Call Resolution, adherence); monitor calls and coach.
- Handle escalated enquiries, complaints, bereavement and payment cases; support the policy life cycle with underwriting and claims.
- Monitor real-time performance and SLA compliance; prepare daily reports; support agent onboarding and development.
Requirements
- Diploma or Degree in Business, Communications, Risk & Insurance, or Sales and Marketing.
- 3 years at supervisory level; Life Insurance experience is a must.
- Experience with CRM systems (Salesforce, HubSpot or similar), dialler systems, Microsoft Excel and QA tools.
- Strong leadership and coaching; excellent communication and composure under pressure; high ethical standards.
How to apply: send your application to [email protected].
- 3 years at supervisory level; Life Insurance experience is a must.
- Experience with CRM systems (Salesforce, HubSpot or similar), dialler systems, Microsoft Excel and QA tools.
- Strong leadership and coaching; excellent communication and composure under pressure; high ethical standards.
How to apply: send your application to [email protected].