Manager, Contact Centre

Job Summary

This role is responsible for overseeing the daily operations of our contact centre and customer service, ensuring that our team consistently meets or exceeds customer service and performance targets. You will play a pivotal role in maintaining and enhancing our reputation for outstanding customer support and improving our Net Promoter Score (NPS).

Performance Management:

• Set performance goals and constant review of key performance KPIs for the customer service team and consistently monitor and evaluate performance, taking corrective actions as necessary.
• Drive & achieve high first contact resolution to reduce repeated enquiries from customers. This is for performance tracked in Telephone system and Servicing CR

Customer Satisfaction and NPS:

• Monitor customer interactions and feedback to ensure a high level of customer satisfaction, addressing issues and concerns promptly.
• Service quality observation to ensure high standard of quality service - listen to customer's needs and provide simple, effortless, and personalized solutions with a high level of proficiency, competency, and reliability (empathy, immediate resolution or in timely manner) protecting customers with what matters to them.
• Develop strategies and initiatives to improve NPS scores, ensuring that every customer interaction contributes positively to our NPS.

Opportunity Identification:

• Continuously identify and implement process improvements to enhance efficiency and service quality within the contact centre.
• Correlate the learnings from insights (VOC, Contact Centre Performance reports, Servicing CRM) & feedback from relevant teams to create desired service experience for our customers.

Risk Management and Compliance:

• Constant review of current operational handling and ensure contact centre team adheres and comply to SOPs, company and regulatory guidelines/ policies & standard requirements.
• Identify and mitigate potential risks associated with process changes to ensure smooth transitions and minimize disruption to operations.

Resource Management:

• Manage staffing levels, scheduling, and resource allocation to ensure adequate coverage and optimize team productivity.
• Manage and lead a team of customer service representatives, including recruitment, training, performance evaluations, and coaching.
• Provide ongoing training and development opportunities for team members to enhance their skills and knowledge

Compliance

Ensure compliance with the requirements of local regulations and all other relevant statutory regulations and guidelines, as well as relevant Company, Regional and Generali policies and procedures.

Information Security

Responsible for defining requirements as regards to information availability, confidentiality, and integrity. Managers must ensure that all staff members (including temporary staff) and providers comply with the relevant security standards.

• Perform risk analysis to determine risk and potential business impacts.
• Liaise and co-ordinate with Information System Security Manager on all Information System Security activities within department.
• Ensure compliance on Information System Security standards and Information System Security guidelines are adhere to within department.

Data Privacy

Ensure compliance with Data Privacy laws and regulations, policies, standards, process and procedures implemented by the Company at all times.

Qualification & Experience Requirement

• Bachelor's Degree in any relevant discipline.
• 5 Years of working experience
• Proven experience in contact centre management, with a minimum of 3 years in a leadership role.
• Strong understanding of contact centre operations, technology, and best practices.
• Excellent communication and interpersonal skills.
• Exceptional problem-solving abilities and attention to detail.
• Proficiency in contact centre software and customer relationship management (CRM)
• systems.
• Ability to motivate and inspire a team to achieve performance goals. • Strong organizational and time management skills.
• Demonstrated ability to work in a fast-paced, customer-focused environment.