Contact Center Manager

Địa điểm Thành phố Hồ Chí Minh
Ngành nghề Dịch vụ tài chính - Ngân hàng, Bảo hiểm
Category Customer Service, Operations
Loại công việc Cố định
Lương Negotiation
Email liên hệ thao.nguyen@manpower.com.vn
Điện thoại liên hệ 0911207039
Ngày đăng Tháng tám 01, 2023
​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