​I. Job Responsibilities:

• Provide daily direction and communication to employees so calls are answered in a timely, efficient and knowledgeable manner. Schedule and organize shift patterns for other team members to ensure that customers are not left unattended.

• Evaluate of procedures to suggest improvement areas in both internal (operations) and external customers. Propose statistical and performance feedback and coach on a regular basis to each team member.

• Writes and administers performance reviews for skill improvement to team member. Ensures employees have appropriate training and other resources to perform their jobs.

• Respond and resolve employee relations issues expressed by team members.

• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level through positive communication and feedback

• Assist the manager with the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.

• Strong support Head of Contact Center in Contact Center transformation

• Others: to be assigned by the Line manager or Company’s management (if any)

II. Job Requirements:

1/ Qualifications

Mandatory

• Bachelor diploma

Advantage

• Certificate of customer service

• 2-3 experience years in Life Insurance industry

2/ Experiences

Mandatory

• 5-6 years in Customer Service area, specifically Call Center is a plus.

• Strong work ethic and self-starter, able to effectively manage multiple priorities.

• Leadership to direct and control staff to achieve given KPIs.

• Handle multiple tasks without errors and mistakes

• Know how to devise effective motivational techniques to improve the performance of their team members.

• Know how to set goals for others to achieve and must be an achiever.

• Schedule and organize shift patterns for other team members as well as balance the working days and days off.

Advantage

• Experience in insurance or financial industry is a plus

• Experience in project management is a plus

3/ Knowledge and skill

Mandatory

• Strong verbal and written communication skills

• Listening skills, Motivation and inspiration

• Time management & People management

• Problem analysis and problem solving

• Customer service mindset

• Teamwork

• Work well under high pressure

• Coaching and counseling

• Well-organizing

Advantage

• Good English (Advanced)

• Presentation