Head of Contact Center

4 days ago

Singapore MHC HEALTHCARE PTE LTD Full time

In this role as the Head of Contact Centre will lead a team of Contact Centre Managers and Team Leaders in delivering professional and consistently high quality service and great customer contact experience through a various contact channels.

**Responsibilities**:

- Manage the day-to-day operations on Contact Centre Operations and meeting or exceeding all SLA and KPIs
- Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
- Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
- Conduct periodic reviews to existing procedures and develop strategies for improvement.
- Implement processes to improve operational efficiency.
- Analyze various KPIs and report results to various stakeholders regularly to ensure that service levels are met.
- Oversees the reporting team to review and draw data insights on internal and external Contact Centre performance reports.
- Liaise with Account Manager to work with clients to coordinate training sessions for upcoming Client’s campaigns, follow up on outstanding cases, and to give feedback for further improvement of specific campaigns.
- Generate daily reports for internal reviews and other documentation as required.
- Ensure all standards and procedures are followed and maintained
- Overall lead in ensuring team deliver the highest standard of service experience towards respondents, through various service approach not limiting to guiding them through difficult calls or issues, diffusing unhappy respondents, or handling issues that cannot be resolve professionally by the experience officer and supervisors
- Conduct operational reviews, team meetings and spearhead innovation ideas and initiatives that will enhance service experience and improve operational efficiency.
- Ensure proper manpower and deployment planning to mitigate contact centre’s reduction in productivity especially during peak period.
- Conduct staff’s performance review and document staff’s improvement plan to upkeep service professionalism and operational efficiency.
- Preparing necessary reports, analyzing data to improve processes; ensure resources are properly allocated to maximize productivity and respondent satisfaction.
- Handle other related tasks and be able to function effectively both as an individual and in a team while handling various stake holders and respondents.

**Requirements**:

- Good knowledge of general insurance products and services
- Bachelor’s degree in Business Management or equivalent
- Minimum 5 years of managerial experience of leading a team in insurance environment
- Knowledge of contact center processes and systems (e.g. workforce management, IVR etc.)
- Strong leadership skills and team player
- Strong analytical and problem-solving skills
- Good business acumen
- Good Interpersonal and Communication skills
- Adept at commercial negotiation
- Able to make objective judgement and timely decision
- Track record of good stress management under stressful environment and be able to multi task in a fast-paced environment

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