Contact Center Manager - Support Team

The Contact Center Manager – Support team is responsible for leading a team to provide supporting functions in Contact Center, including customer complaints handling, quality assurance, training, impact management, ATM monitoring, suspicious transactions monitoring. The role is also responsible for driving initiatives within Contact Center and managing all training/ coaching for the whole Contact Center.
The key responsibilities include:
- Drive initiatives to support in delivering Service KRAs and Sales KRAs of Contact Center
- Ensure service quality provided by the whole team is in line with or exceed agreed performance metrics
- Handle customer complaints and improve customer experience
- Provide relevant training/ coaching to team members to ensure they have sufficient knowledge and capability required to perform at satisfactory level
- Ensure quality assurance and governance within Contact Center

- Annual Bonus - Healthcare and Social Insurance - Training and Development