Contact Center Leader

Responsibilities

Provides high quality leadership, manages and is accountable for all aspects of the Team’s performance to maximize: Sales Conversion, Customer satisfaction, Retention, Employee Satisfaction, High Quality Assurance, Operation Efficiency and Claim Services. Oversee a team of Service Experts to support them in developing new business opportunities actively. Answer queries and identify new business opportunities among existing & prospect customers. In this role, you will liaise with cross-functional internal teams (including Customer Service, Claims, Marketing, Legal and IT departments) to improve the entire customer experience.

Job Duties

  • Serves as a Supervisor for the Customer Care Team. Establishes and communicates sales, service, quality and productivity goals and action plans to individual members; ensures that all team members work with a focused direction to provide excellent performances.
  • Leads, coaches, develops, supports, and motivates all team members to achieve sales, service and operational goals.
  • Participate in the recruitment process, lead and motivate the team.
  • Monitor campaigns, promotions and events to ensure better customer management.
  • Handles special requests and unique customer situations promptly and effectively.
  • Demonstrates and explains effective sales and service techniques to team.
  • Communicates sales and service initiatives and expectations to team members.
  • Review staffing schedules on a daily basis to ensure effective scheduling.
  • Observes and monitors team performance throughout the day to ensure that sales & service standards achieved.
  • Ensure customer compliments/complaints, tracking/resolution and analysis process is in place so that it will be managed promptly and effectively within 24 hours.
  • Identifies high potential team members and promotes their development and advancement
  • Ensures that all team members receive their monthly coaching and annual performance appraisal on time.
  • Evaluate the effectiveness of business plans and recommend improvements
  • Oversee member rewards and recognition programs
  • Organize VOC meetings to discuss issues and updates (Capture of Voice of Customers/Staff)
  • Organize regular Training to ensure their understanding on products and processes
  • Participate in business review and revenue forecasting activities
  • Work closely with Trainer to provide supports to in-house/online training courses and on-the-job training as needed.
  • Host weekly meeting to share results and updates on Action Tracker to drive results
  • To support & implement any ad-hoc business projects as instructed by Line Manager
  • Clearly communicate the progress of Weekly/Monthly initiatives to internal stakeholders
  • Develop new business and/or identify areas of improvement to meet sales targets
  • Forecast and track key metrics (e.g. weekly and monthly sales results VS forecasts)

Requirement

  • Minimum of 3 years’ experience in a highly customer sales and service driven environment
  • Thai Nationality is preferable with excellence command of spoken and written English
  • Prior experiences in Auto Insurance with Non-life broker license will be advantaged
  • Analytical and conceptual thinking – using logic and reason, creative and strategic
  • Ability to work in a fast-paced, deadline driven, cross-functional team, Customer Focus, Team Player, Creativity, Time Management, Strong Reporting & Analytical Skills and supervisory skills.
  • Proven work experience as Relationship Manager, Account Manager, Sales Account Manager, or relevant role
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization
  • Solid experience with CRM software (e.g. Salesforce) and MS Office will be advantaged
  • Experience delivering client-focused solutions to customer needs
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
  • Excellent listening, negotiation and presentation abilities
  • Strong verbal and written communication skills
  • BA/BS degree in Business Administration, Sales or relevant field
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