RYNA FURTADO

Team LeaderFull Time

• Job Details:Handling the call center with calls being received from UAE, Oman, Bahrain and Qatar on all retail products: Motor, Home, Travel, Medical and Personal Accident • Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations • Setting and meeting performance targets for speed, efficiency, sales and quality • Ensuring all relevant communications, records and data are updated and recorded • Training agents on new products and marketing campaigns • Liaising with other team leaders, operatives and third parties to gather information and resolve issues • Maintaining up-to-date knowledge of industry developments and involvement in networks • Monitoring random calls to improve quality minimize errors and track operative performance • Coordinating staff recruitment including liaising with HR staff • Reviewing the performance of staff, identifying training needs and planning training sessions; • Recording statistics, user rates and the performance levels of the center and preparing reports • Handling the most complex customer complaints or enquiries • Organizing staffing, including shift patterns and the number of staff required meeting demand • Carrying out needs assessments and performance reviews • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes • Studying insurance proposals • Gathering and assessing background information in order to effectively assess the risk involved • Calculating possible risk and deciding how much individuals should pay for insurance (the premium) • Computing results for appropriate premiums using actuarial information, other statistics and own judgment • Liaising with senior underwriting specialists for risk assessment • Ensuring that premiums are competitive • Specifying conditions to be imposed on different types of policies, for example, asking that a property owner install a security alarm

Team LeaderFull Time

• Job Details:Handling the call center with calls being received from UAE, Oman, Bahrain and Qatar on all retail products: Motor, Home, Travel, Medical and Personal Accident • Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations • Setting and meeting performance targets for speed, efficiency, sales and quality • Ensuring all relevant communications, records and data are updated and recorded • Training agents on new products and marketing campaigns • Liaising with other team leaders, operatives and third parties to gather information and resolve issues • Maintaining up-to-date knowledge of industry developments and involvement in networks • Monitoring random calls to improve quality minimize errors and track operative performance • Coordinating staff recruitment including liaising with HR staff • Reviewing the performance of staff, identifying training needs and planning training sessions; • Recording statistics, user rates and the performance levels of the center and preparing reports • Handling the most complex customer complaints or enquiries • Organizing staffing, including shift patterns and the number of staff required meeting demand • Carrying out needs assessments and performance reviews • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes • Studying insurance proposals • Gathering and assessing background information in order to effectively assess the risk involved • Calculating possible risk and deciding how much individuals should pay for insurance (the premium) • Computing results for appropriate premiums using actuarial information, other statistics and own judgment • Liaising with senior underwriting specialists for risk assessment • Ensuring that premiums are competitive • Specifying conditions to be imposed on different types of policies, for example, asking that a property owner install a security alarm