Contact Center Leader

Job Descriptions

Position: Contact Center Leader
Department: Customer Service
Location: Chonburi, Thailand

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

Benefits

• Annual Leave start from 12 days
• Bonus
• Party, TGIF, Coffee and Snack
• Outing trip, Family trip or another activities
• Health Insurance & Dental Insurance
• Health Insurance for family
• Life Insurance
• Provident Fund
• Training
• Computer