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Manager, Contact Centre

Manager, Contact Centre

GREAT EASTERNKuala Lumpur, Kuala Lumpur, Malaysia
17 jam yang lalu
Penerangan pekerjaan

Overview

Responsible for overseeing and managing a team of Contact Centre Associates ensuring that all customer interactions are handled efficiently, professionally and in compliance with company standards and regulatory requirements. This role focuses on day-to-day team performance, coaching and operational delivery, while supporting the Assistant Vice President in driving service excellence across the contact centre.

Responsibilities

  • Manage and supervise a team of Contact Centre Associates in ensuring smooth daily operations.
  • Monitor individual performance against KPIs such as service quality, call handling time, and customer satisfaction.
  • Conduct regular coaching, mentoring, and feedback sessions to support staff development.
  • Handle escalated customer issues that cannot be resolved at the Associate level, ensuring resolution in line with company guidelines.
  • Oversee workforce scheduling, attendance, and adherence to shift rosters.
  • Track and report team performance, issues, and trends to the Assistant Vice President.
  • Ensure Associates stay updated on product knowledge, system changes, and compliance requirements through regular briefings and refresher training.
  • Foster a customer-first mindset and positive team culture.
  • Identify process gaps and share improvement opportunities with the Assistant Vice President.
  • Uphold compliance with regulatory standards and internal company policies.

Qualifications

  • Possess a Diploma / Degree qualification
  • 3 - 4 years of working experience, with a minimum of 2 years’ experience within a contact centre environment and at least 1 year of team-leading experience, preferably in insurance or financial services
  • Possess excellent customer service orientation with problem-solving abilities
  • Effective communication and conflict resolution skills
  • Organised with the ability to manage workloads and priorities effectively
  • Proficient in customer service systems, call monitoring tools, and Microsoft Office applications
  • Preferably knowledge of insurance products and regulatory requirements
  • Understand regulatory requirements (e.g., MAS Guidelines, PDPA, etc)
  • Good command of spoken and written English
  • Able to work well in a team and under pressure

    • How you succeed

  • Champion and embody our Core Values in everyday tasks and interactions.
  • Demonstrate high level of integrity and accountability.
  • Take initiative to drive improvements and embrace change.
  • Take accountability for business and regulatory compliance risks, implementing measures to mitigate them effectively.
  • Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns / risks to safeguard our company proactively.

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    Buat amaran kerja untuk carian ini

    Manager Centre • Kuala Lumpur, Kuala Lumpur, Malaysia