Asisstant Customer Care Manager, Contact Centre Initiatives

Full-time
Intermediate (3-6 years)

Posted 

Technical Skills

  • Budgets
  • Customer Service
  • Forecasting
  • Project Management
  • Recruiting
  • Training

Job Description

Asisstant Customer Care Manager, Contact Centre Initiatives

Location: HONG KONG

Responsibilities:

  • Be in charge of running and managing thier respective team
  • Provide the  support to the team by liaising with different stakeholders for their supporting including but not limited to Call Escalation, Case resolution, contingency support, knowledge transfer etc. 
  • Set targets for all other call center agents to meet up with
  • Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
  • Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
  • Prepare forecasts and budgets for the call center
  • Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
  • Facilitate and organize training session for all agents and participate in recruitment of new call center agents
  • Conduct regular review of all call center agents performance and organize training sessions for under performers
  • Submit regular reports to management and seek new ideas and strategies to improve performance at the center
  • Keep up with trends and happenings in the industry and ensuring adherence to industry standards
  • Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
  • Accountable for Staff development and retention
  • Case Management including Soft complaint escalation etc. Close loop feedback

Qualifications

Requirements:

 

  • Degree with 3 years customer service or contact centre management experience
  • Experience in Insurance industry would be an advantage
  • Highly customer focused with a strong drive and enthusiasm to improve service excellence and customer advocacy
  • Excellent leadership skills in developing, engaging and retenting a high
  • performance team
  • Proven abilities in operational improvement, organizational planning and project management
  • Strong business sense with good analytical and problem solving skills
  • Excellent communication and interpersonal skills

 

 

Employment TypeFull-time
Career LevelIntermediate (3-6 years)
Education LevelNon-specified
LanguageEnglish
AXAInsurance and Reinsurance

42/F., AXA Tower, Landmark East, 100 How Ming Street, Kwun Tong

directions_walk8 mins walk from Kwun Tong Station