Job Descriptions:

- Responsible for the day-to-day supervision 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 Head of Contact Centre 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

Job Requirements:

• Proven knowledge of over  3 years’ service and/or training experience in insurance industry and/or call centre
• Proven ability in communicating and implementing  targeted improvements
• Established customer experience and measurement improvement process design
• Excellent understanding of Contact Center technologies, strong in Microsoft Excel, Power point, etc
• Prefer fluency in Cantonese and English
• Strong people manager and customer focus