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Call Centre Manager, Belfast

Role: Call Centre Manager
Company: Cornmarket Insurance
Location: Belfast

What is the purpose of this job?
As a key member of the Senior Management team, the Call Centre Manager will have ownership for the Sales Division and will be responsible for developing and leading the sales strategy within CIS to effectively achieve budget and revenue targets that are set out by the company. They will drive a culture of sales performance excellence within the department through effective people management strategies to include coaching, mentoring and developing staff of all levels within the division

What this Job is expected to Do (Accountabilities) Level of responsibility

  • To comply with risk control and regulatory requirements relevant to the role
  • To deliver commercial performance for the sales division of Cornmarket Insurance
  • Ensure revenue targets set out by the company are effectively achieved 
  • Work alongside the Business Development Director to develop a sales strategy and the Marketing Manager to create and implement sales campaigns 
  • Ensuring effective performance management processes are implemented and regularly reviewed in line with company objectives
  • Leads and drives the affinity managers, team leaders and agents of the department and gives direction and support to staff to achieve the department’s objectives.
  • Deliver department performance updates to Cornmarket’s senior management team at briefings and at the Directors meeting 
  • Develop & maintain a staff resource plan to achieve successful delivery of sales targets 
  • Responsible for minimising impact of non-adherence to agreed processes and policies and implement improvement plans to prevent and minimise these situations
  • Ensure our ‘customer first’ approach is maintained to an exceptional standard 
  • Ensure accurate and timely reporting and effective performance analysis is achieved and that any compliance or regulatory risk is minimised 
  • Ensure effective implementation and consistent adherence to appropriate operational controls
  • Effective management of attrition levels within the department
  • Undertake all duties with due regard to internal, legal and regulatory requirements ensuring compliance in all aspects of the role
  • Keep up to date on any regulatory or market changes and is charged with suggesting action plans, in conjunction with other interested parties (Operations, compliance, IT, marketing, other relevant departments) to develop, implement and adapt to these changes

The level of Knowledge / Skills / Experience (Technical Competency) required for the role 
(Freedom to think, freedom to act.)

  • Knowledge of risk control & regulatory environment
  • Commercial awareness of the Sales Department’s performance and the company’s commercial performance
  • Knowledge of Insurance market and developments within
  • Freedom to adapt structures to improve behaviours
  • Knowledge of systems and ability to identify and implement improved processes
  • Previous call centre management experience is required
  • Previous demonstration of excellent communication skills for dealing with customer complaints and agents conflict
  • Proven track record of delivering targets
  • Previous experience within the insurance industry is preferable

The behavioural competencies that are essential for the job 
(How the role holder should behave)

  • Excellent communicator.
  • Self-Motivated to deliver and identify improvements for the department. 
  • Engaging personality to ensure all stakeholders are working towards improvements in the Sales Department
  • Takes ownership and responsibility for the departments actions and its performance.
  • Emulates Cornmarket’s performance culture and practices.

Additional Information (Briefly explain any aspect of the job which has not been adequately covered in previous sections and which is important in understanding the job, dept structure, reporting line.)
The Call Centre Manager reports into the Managing Director of Cornmarket Insurance.  Accomplishes Human Resources objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, appraising, reviewing job contributions, planning and reviewing compensation actions, enforcing policies and procedures.

Belfast – based, if interested please send CV to Sinead.Todd@cornmarketinsurance.co.uk

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