Position Description:

- Responsible for the day-to-day operations of a team of customer service representatives at a Contact Center (sales and service), that handle customer service contacts and engagement via various channels (telephone, e-mail, web chat etc.)

- Provides direction and guidance to all team members and recognizes and recommends areas needing improvement.

- Plans, directs, supervises, and evaluates work flow. Coordinates work activities to achieve the volume expected to meet operational requirements.

- Recognizes and recommends operational improvements. Responsible for the day-to-day application of organizational policies and procedures

- Monitors performance of staff members according to established monitoring standards. Ensures compliance; regulatory training, governance and control, inputs into Audits

- Undertake hiring decisions and conducts performance reviews/appraisals.

- Responsible for delivery of services against agreed SLA’s and Metrics, including some reporting requirements

- Working closely with Contact Centre support team members to ensure effective delivery of QA, Training etc.,

- Will undertake business projects and initiatives as required, may recommend and implement across the contact centre as well as their own team

- Will support and work with other Supervisors as required, providing cover for holidays and shifts where applicable

- Stakeholder management across various business functions to ensure campaigns, resourcing, training, partners etc., activities are all aligned

- Works closely with Contact Centre Manager, may deputies in their absence

Position Requirements:

• Proven knowledge of Insurance sales and service
• Proven ability in communicating and implementing  targeted improvements
• Established customer experience and measurement improvement process design
• Excellent understanding of Contact Center technologies (i.e. WFM – NICE)
• Ability to communicate and implement business solutions
• Strong process redesign focus.
• Business and operational acumen preferred
• 3 to 5+ years of experience in Contact Center and/or Sales & Customer Experience
• Prefer fluency in Cantonese and English
• Strong people manager and customer focus

Interested parties please submit your job application with current and expected salary by clicking "Apply Now" or through our career site:

https://careers.peopleclick.com/careerscp/client_aig/external/gateway.do?functionName=viewFromLink&jobPostId=412255&localeCode=en-us