Manager - Contact Center

Mange team operations as customer and distributor’s requests in order to maximize customer satisfaction and distributor satisfaction based on KT-AXA’s core value with effective communication at key areas as follow;

• Manage day to day operations of Contact Center team including; inbound service outbound service and omni channel service by monitoring team productivity both quantity & quality.
• Handling complex issue, problem investigation and recommends the proper solution as well as to produce team performance reporting with analysis and recommendation for improvement and KPI achievable.
• Manage, develop, and control the company service channel to provide various & dynamic activities with proactive service to customer and aim to deliver the value added service to maximize customer satisfaction and persistency improvement.
• Manage and oversee training, scheduling of staff and re-training in any deficient areas the call center staff. Building team and develop staff skill & knowledge and services competency to team member by identify training need, provide training, coaching and feedback and ensure all team member work follow service standard & procedure
• Assist AVP-Contact center to prepare working process, enhance call flow and prepare call script to support contact center activities according to business requirements as well as regular review omni channel tools for customer and distributor and initiate activity to maximize omni channel and self service usage of customer and distributor instead of call channel
• Effective communication with team to enhance team performance and collaboration

Qualifications:

• Bachelor degree in any field
• Experienced in call center management minimum 5 years and Insurance business is preferable
• Understanding in call center work flow, tool and system and able to review, identify gap for further development
• Understanding of core business principles both individual life, Investment product and group business
• Outstanding communication and interpersonal skills
• Good communication in English