Contact Center Manager

1 day 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 role is the contact point to manage call center officer under section directions and control to ensure that staff meet up with targets and perform their duties according to laid down instructions and guidelines.

Responsibility
- 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 Call Center in Contact Center transformation
- Others: to be assigned by the Line manager or Company’s management (if any)

Accountability
- Proactively gain a full understanding and maintain excellent knowledge of products and services in order to understand customers' needs.
- Achieve productivity standards and goals while maintaining high level of customer service, building conversation, and patience.
- Receive high volume of inbound calls with varying degrees of questions or concerns while having the ability to quickly identify a client's request or problem.
- Effectively express empathy and compassion, and take full ownership of the client’s satisfaction
- Resolve problem by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Assure team members to meet KPI of whole team and KPI of whole Call Center department
- Take lead some projects of Contact Center transformation

**Qualifications**:

- Bachelor diploma
- Certificate of customer service
- 2-3 experience years in Life Insurance industry

Experiences
- 5-6 years in Customer Service area, specifically Call Center of Insurance or Financial industry or Hospitality 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 mates.
- 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.
- Experience in project management is a plus

Knowledge and skill
- Strong verbal and written communication skills
- Listening skills. Motivation and inspiration
- Time & People management
- Problem analysis and problem solving
- Customer service orientation
- Teamwork
- Work well under high pressure
- Coaching and counseling
- Well-organizing
- Good English (Advanced)
- Presentation

Competencies

Leadership Capability Model - Intermediate level

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