Responsibilities
Head of Contact Centre would be expected to shape the future growth of Roojai Omni-channel contact centre operation, being committed to delivering a great customer experience through a variety of contact channels: Phone, E-mail, Web/Live chat, Video, Social and Correspondence.
Providing high quality leadership to manage and is accountable for all aspects of the departmental performance in Contact centre operation performance.
Utilization of innovative technology to ensure high Productivity, Quality and Staff engagement and satisfaction within the CC operation.
The objective is to do everything possible to attain goals and achieve great results to deliver top line and bottom line targets for the business.
Job Duties
- 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.
Welfare
- Dental insurance
- Life insurance
- Health insurance
- Accident insurance
- Health insurance ( cover spouse and children)
- Provident Fund ( Employer 5 %)
- Social Security
- Annual salary adjustment
- Training seminars
- Study loan ( Follow the policy)
- Uniform
- Baby birth gift 5,000 baht
- Funeral assistance
- Birthday gift set , Eat lunch pass probation.
- True money wallet 200 THB/month
- Annual Leave start from 12 days + Business leave 3 days
- Working 5 days per week
- Outing trip, Family trip or another activities.
- Party, TGIF, Coffee and Snack
- Etc.
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