Manager - Contact Center

Job Description:

• Mange team operations as customer and distributor’s requests in order to maximize customer satisfaction and distributor satisfaction based on KT-AXA’s core value with effective communication at key areas as follow;
• Manage day to day operations of Contact Center team including; inbound service outbound service and omni channel service by monitoring team productivity both quantity & quality.
• Handling complex issue, problem investigation and recommends the proper solution as well as to produce team performance reporting with analysis and recommendation for improvement and KPI achievable.
• Manage, develop, and control the company service channel to provide various & dynamic activities with proactive service to customer and aim to deliver the value added service to maximize customer satisfaction and persistency improvement.
• Manage and oversee training, scheduling of staff and re-training in any deficient areas the call center staff. Building team and develop staff skill & knowledge and services competency to team member by identify training need, provide training, coaching and feedback and ensure all team member work follow service standard & procedure
• Assist AVP-Contact center to prepare working process, enhance call flow and prepare call script to support contact center activities according to business requirements as well as regular review omni channel tools for customer and distributor and initiate activity to maximize omni channel and self service usage of customer and distributor instead of call channel
• Effective communication with team to enhance team performance and collaboration

Qualifications:

• Bachelor degree in any field
• Experienced in call center management minimum 5 years and Insurance business is preferable
• Understanding in call center work flow, tool and system and able to review, identify gap for further development
• Understanding of core business principles both individual life, Investment product and group business
• Outstanding communication and interpersonal skills

About Krungthai-AXA Life Insurance

Krungthai-AXA Life Insurance Public Company Limited, created from a solid co-investment partnership between Krungthai Bank PCL. and the AXA Group, global financial protection and asset-management specialists.
The trademark of Krungthai-AXA Life Insurance is designed to indicate the combination of the two corporations. Krung Thai Bank PCL. and AXA Group logos are aligned with Thai characters displaying the company name as Krungthai-AXA Life Insurance placed above the red line and the new company signature. Redefining/Life Insurance.
Today Krungthai-AXA Life Insurance Public Company Limited is a fast-growing life insurance company with a vision – Ambition AXA.

Our Perks and benefits