Job Description

25488 | Customer Services & Claims | Management | Non-Executive | Allianz Malaysia | Full-Time | Permanent


Summary
As a Contact Center Manager, you are responsible to lead a leadership team to deliver superior customer experience across all touch points namely Customer Call Center, Customer Correspondence Center and Customer Service Centers.


Responsibilities

• Metrics Accountability: Provide leadership and drive team performance and ensure the team meeting the key performance indicators (KPIs). Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate. This includes delivering results for both KPI and behavior standard, together with customer satisfaction benchmarks in accordance with the business plan and customer satisfaction. Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
• Practice strong inter-personal skills and critical thinking, while ensuring delivery of high-quality standards and service level to serve the existing and potential customers as well as agents across all channels within the agreed turnaround time (TAT).
• Ensure the team\xe2\x80\x99s cases and interactions are responded and closed with standard turnaround time with highest quality to deliver superior customer experience to customer.
• To assist your team members with more complex enquiries, including complaints and customer enquiries in accordance with department set procedures from touch points in handling customer, deal with technical issues and work in a fast-paced high-pressured environment.
• Employee Happiness- To effectively motivate the employees so that they come across to customers a positive, energetic, and helpful. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of our client into meaningful and clear goals. Keep a regular and open line of communication with Leads to support and influence as needed.
• Lead and / or participate in process improvement initiative within Customer Service Contact Center by providing continuous evaluation of processes and procedures, performance improvement methodologist. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers. Continuously assess the effectiveness of the team, especially in term of quality of service and make any necessary adjustments. Assist in the design of work standard, systems, and other operational practice to aid business improvement. Create standards and transfer best practices through operations areas and across the organization.
• Responsible for report preparation and presentation, analyses information relating to the work and performance as required.
• Strategy & Planning: Responsible for the team developments including resource planning such as capacity planning and hiring, onboarding, upskill and soft skill training. Translate company goals into clear and comprehensive directives for team. Support direct reports as they implement new directives.
• Collaborate with other stakeholders in identifying areas of improvement with onwards planning and implementation of the corrective action plans. This includes your participating or leading of process improvement initiatives.
• To track, prepare and present summaries and analyses of data, including but not limited to tables, graphs, charts, and fact sheets that describe techniques and results to improve operational efficiency.
• Maintain confidentiality of all information not limited to company strategy, process improvement initiatives, etc. in accordance with data privacy laws and requirement.
• Undertake other duties related to department\xe2\x80\x99s functions as requested by the Head of Unit and management from time to time.

Requirements

• Degree/Professional qualification in any discipline.
• Have at least five (5) years of working experience in customer service. Good letter writing or business writing skills will be an advantage.
• Possess strong focus on customer experience; provide outstanding and exceptional customer service to ensure customer satisfaction.
• Experience in the insurance industry (Life, Health & General) will be an advantage.
• Communication/Interpersonal Skills: Excellent written and verbal communication skills in English and Bahasa Malaysia.
• Good grasp of Microsoft Office applications with good presentation skills.
• Excellent listening skills, critical-thinker with attention to detail.
• Confident and can communicate effectively with the business units.
• Strong inter-personal skill and able to deal with inter and intra department discussions and conflict resolutions.
• Able to work under pressure and handle multiple tasks simultaneously in a fast-paced business environment.
• A proactive individual with good initiative and drive, resourceful and creative.
• Self-motivated and a good team player

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.


Note: Diversity of minds is an integral part of Allianz\xe2\x80\x99 company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.



Job Level:
Management
Location:


KUALA LUMPUR, Federal Territory of Kuala Lumpur, MY, 50470
Available until:
31/08/2023
Area of Expertise:
Customer Services & Claims
Unit:
Allianz Malaysia
Employing Entity:
Allianz General Insurance Company (Malay
Job Type:
Full-Time
Remote Job:
Hybrid working
Employment Type:
Permanent
ID:
25488