Manager, Call Center

2 months ago

Ho Chi Minh City, Vietnam AIA Full time

FIND YOUR 'BETTER' AT AIA
- We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us._
- We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives._

If you believe in better, we’d love to hear from you.

About the Role

Reports to: Associate Director, Customer Care

Location: Ho Chi Minh City

Function: Customer Office I Department: Customer Care

Role: Managerial

THE OPPORTUNITY

We are looking for Manager, Call Center who lead the Call Centre team to ever better performance and improve customer experience.

ROLE AND RESPONSIBILITIES
- Developing and implementing strategies to improve efficiency, productivity, and customer satisfaction.
- Overseeing daily operations of the call center, ensuring smooth functioning and adherence to performance metrics.
- Monitoring call center metrics and performance indicators, analyzing data to identify areas for improvement.
- Implementing and carrying out policies and procedures to maintain compliance with regulations and standards.
- Leading budget and resources optimally to achieve organizational objectives.
- Handling raised customer issues and resolving conflicts in a professional and timely manner.
- Collaborating with other departments to ensure alignment of goals and effective communication.
- Being SME, staying ahead of industry trends and standard processes to continuously transform for operations improvement.
- Recruiting, training, and managing call center staff, including setting goals and providing regular feedback.
- Providing leadership, motivation, and support to the call center team to cultivate a positive work environment and achieve goals.

JOB REQUIREMENTS
- University graduate
- Practical/fundamental knowledge of service operation, MS. Office, CRM, and telephony system
- 3+ years’ experience in handling Call Centre/Customer Service of insurance operations
- Problem solving and conflict resolution skills
- Excellent interpersonal skills in Vietnamese & English
- Analytical abilities
- Interpersonal and multi-tasking skills
- Strong leadership skills
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._

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