· Determines contact center operational strategies roadmaps, performance driven, understanding the needs, capacity planning, and cost/benefit analyses
· Standardize Contact Center as the one stop comprehensive solutions including voice and non-voice operations
· Monitor and improve service quality beyond client expectation
· Evaluate performance with key metrics and put action plans quickly to improve the service quality
· Be analytical on contact center data from multiple dimensions and prepare executive summary reports for upper management and client.
· Assess the technological solutions to be implemented within the contact center to improve the service level, create multiple touch-points and automated processes for the clients
· Motivate the team for any new initiatives and be results oriented to meet the objectives of the Contact Center strategy roadmap
· Engage with the Asst. Manager, Team Leaders to deliver the coaching style with the Contact Center Agents.
· Be proactive on the short-fall to quickly fix and provide feedback solutions with the team members for future use case
· Manage a strong relationship with the key stakeholders from multiple department across the organization
· Manage the KPI by functions across the Contact Center organization, able to make adjustment of new KPI when necessary
· Understand new business requirement quickly to develop a new service in relation to Contact Center
· Retrieves and analyses personal KPIs for performance analysis and plans for achieving those set up objectives
· Act as a Project Leader to support the projects related to the Contact Center area
o A bachelor degree in any field
o At least a 3-year of non-life insurance experience
o At least a 7-year of Contact Center experience
o Avaya telephony system experience will be advantage
o Strong people management
o Be analytical and systematic
o Be creative, logical and good communicator
o Be patient and able to solve any immediate problems
o Be skilled in Microsoft Office 365
o Be accountability for all assigned duties. o Good command of written and spoken English.
o Be enthusiastic in learning and developing. o Be honest and service-minded.
Please email your CV to [email protected]
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