Contact Center Team Leader

2 weeks ago

Ho Chi Minh City, Vietnam Prudential plc Full time

Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.

This is a high profile, highly regulated environment and the role holder must have the abilities to react quickly to changing priorities by being flexible, proactive, and cooperative at all times.

Our team is one of touchpoints to customer, with high volumes of calls each day. In order to deliver Excellence Customer Services to customers, we need to be able to build effective rapport at the first time of contact to ensure we continue to be trusted with their insurance needs;
The Team Leader role is integral to monitoring and ensuring all contact remains within mandatory constraints and legislation as appropriate, identifying the development needs of our executives to enable them to continue to deliver an Excellence Customer Services and value added;
The role holder will set, agree, and manage individual performance targets and objectives for executives ensuring timely completion and support of Individual Development Plan - IDP, managing individual employee; as well as ensure that agent actions are conducted and documented in line with PVA policies and procedures as well as being compliant with respect to both local and external regulators, current legislation, Compliance and Departmental procedures.

Job Accountability

This role is to:

- Take accountability for the performance of your team and all that they do, contributing to the successful delivery of PVA’s values;
- Plan and prioritize work appropriately considering importance, urgency, customer, and business impacts;
- Manage and resolve escalated customer’s concerns and complaints and use appropriate business judgment, making considered decisions to protect and enhance PVA values, reputation, and business;
- Act as a secondary level of complaint as required when calls required;
- Champion and embrace change and innovation within the team;
- Demonstrate ownership and common sense with all that you do, sharing best practice across teams and peers;
- Adhere to local regulations and programs to ensure we treat customer fairly and align with PVA’s values - Customer Centricity;
- Take full accountability for the Leadership, coaching, performance, and absence management of a team of up to 14 FTEs handling call types and products;
- Manage various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels;
- Understand and translate the immediate business strategy into your team and align direction accordingly;
- Drive and coach performance improvement of your team to archive a high-performance culture, adhering to the relevant procedures under defined coaching scheme and through pro-active 1:1s and motivational sessions (including mid-year and year-end performance review where applicable);
- Support individuals through the welcome and on-boarding stage of the induction program and set stretching goals for self and team;
- Act as a role model for our values and behaviors, authentically engaging with your team, colleagues, and customers to deliver Excellence Customer Service through them;
- Provides emergency cover to peers as required;
- Maintain PVA internal control standards;
- Awareness of all elements of Risk associated with the role in compliance to PVA’s policies and procedures for Contact Center;
- Continually review work practices to improve productivity, whilst identifying activity that compromises ability to spend time with individuals or your team.

Job Requirements

**Qualifications**:

- The Degree Of Associate or Bachelor’s Degree.

Knowledge and skill
- Good English
- Presentation
- Knowledge of Microsoft Office Suite Products;
- Excellent listening, verbal, written, and interpersonal communication skills;
- Keen attention to detail;
- Good judgment and decision-making and problem-solving capabilities;
- Exceptional listening and analytical skills.
- An effective time manager who can perform in a fast-paced, deadline-oriented environment;
- Ability to organize, prioritize, adapt to change, and work in a fast-paced environment;
- Ability to multitask and successfully operate in a fast paced, team environment;
- Understanding of call quality and call coaching tools and methodology;
- Ability to work in a team, and alone, with mínimal supervision and act on own initiative;
- People management skills.

Competencies
- Must be self-motivator and self-starter;
- Focus on quality and customer service;
- Must be able to effectively deal with people at all levels

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