Call Centre Manager

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rrreefs

SiteLinkedInTodas as Vagas

1 - 10 funcionários

Fundada em 2020

🤝 B2B

🎯 Recrutamento

🛍️ Comércio Eletrônico

B2B • Recruitment • eCommerce

rrreefs é uma agência de recrutamento especializada em conectar profissionais criativos, como designers e editores de vídeo, das Filipinas com empresas que buscam contratar talentos de alto nível a custos reduzidos. Eles oferecem um processo de seleção abrangente para garantir que apenas candidatos altamente qualificados, geralmente com 5 a 10 anos de experiência, sejam apresentados às empresas, ajudando a preencher vagas rapidamente—frequentemente em até 14 dias. Com foco em preços transparentes e garantia de satisfação, rrreefs busca simplificar e otimizar o processo de contratação para agências de marketing e criação.

Descrição

• Lead customer care operations and oversee end-to-end insurance claims handling within an automotive-focused environment. • Ensure customers are supported efficiently while claims are handled accurately and without delay. • Bring structure, visibility, and accountability to customer interactions and claims workflows. • Own the quality of conversations and speed and accuracy of claims handling. • Manage and coordinate teams across departments and regions, ensuring smooth handoffs between customer care and claims processing. • Directly involved in customer communication for escalations or complex cases.

🎯 Requisitos

• 3–6+ years of experience in call centre operations, with at least 1–2 years in a management or supervisory role • Preferred: Prior experience in vehicle insurance, automotive claims handling, or automotive repair operations • Strong understanding of insurance claims processes, documentation, and lifecycle management • Comfortable handling customer interactions directly, including escalations and sensitive cases • Proven ability to manage and improve call centre KPIs (response times, resolution rates, customer satisfaction, etc.) • Experience overseeing both inbound and outbound call operations • Ability to manage, coach, and hold teams accountable across multiple functions or regions • Experience coordinating with repair teams, vendors, or third parties involved in automotive services • Ability to identify operational gaps and implement process improvements quickly • Strong organisational and reporting skills - able to maintain visibility across customer care and claims pipelines • Experience with CRM systems, call centre tools, and workflow tracking systems • Excellent spoken and written English • Ability to work aligned with Central Standard Time (9 AM – 5 PM) • Self-directed operator who can run daily operations without constant oversight • High attention to detail, especially in claims handling and customer communication.

🏖️ Benefícios

• Competitive salary based on experience • Fully remote role with structured working hours • Direct ownership of call centre performance and operational outcomes. • Opportunity to build and optimise a high-functioning support and claims team. • High-impact role with clear visibility into business operations and customer experience