Manage the day-to-day performance of the Contact Centre Operations to deliver the best-in-class Sales and Services including Renewal, Collection, Video inspection, meeting or exceeding all KPIs and within budget.
Develop plans and offer insight and knowledge on the use of new tools and technologies within the contact centre: Telephony, CRM and WFM to create a cost-effective operation consistently achieving SLAs and Productivity.
Lead, inspire and co-ordinate the contact centre stakeholders at all levels to create motivated and engaged colleagues as well as ensuring a high level of Employee Satisfaction.
Act as the Voice of Customers, championing change and improvement across the customer experience, deliver cost efficiencies and increase Customer Satisfaction.
Secondary role as Service Scrum Leader to work closely with Service Scrum Master to drive change and influence future change, lead projects to support and achieve improvements in both customers & users experience.
Work closely with UW to ensure risk control and product lines delivery during the Sales, Renewal, and Inspection process.
Taking initiatives to work with Marketing proactively to drive improvements on the end-to-end customer journey and associated customer experience.
Work closely with HR and Trainer for the Recruitment, training, induction, and coaching strategy.
Maintain the standard of ISO10002 on the process of complaint handling including planning, operation, and improvement.
Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
Handle all ad-hoc projects/tasks as assigned by the Line Manager from time to time
Requirements
Proven experience of leading a sales and service driven contact centre operation with experience of managing an operation through periods of significant growth or change.
Excellent in communication and leadership skills to lead and motivate a growing and changing sales and service operation.
The ability to engage with all levels across the wider business to achieve goals and objectives.
Proficiency in English and Thai
Having a Non-life insurance broker license is a must. The Non-life insurance broker license is one of the qualifications of this position. Failure to obtain a non-life insurance broker license within the probation period, it is deemed to be considered not to pass the probation.
Skills
Motivation
Leadership Skills
Sales
Communication
Functions
Customer Service
Job Overview
Job Type:
Full-Time
Company
Roojai
20 active jobs
Industry:
Other
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