Customer Contact, Specialist

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

To manage the operations, supervising a group of Customer Service Representatives to ensure that Customer Contact's KPIs are met and that the level of service delivered by the team contributes to the overall customer satisfaction and customer loyalty.

To promote teamwork among the team and maintain a conducive and harmonious working environment. To be a coach and mentor to the team in driving and motivating to deliver superior customer service despite stressful and challenging work nature whilst striving to keep the environment exciting and engaging.

Job Responsibilities:

Workforce Management:

• Forecast inbound contact volumes across all channels, including non-phone interactions.
• Develop and manage staff schedules aligned with forecasted volumes, including approval of planned leave for contact center personnel.
• Oversee intraday operations to address unexpected spikes in contact volumes and manage unplanned shrinkage.
• Develop and maintain a comprehensive Business Continuity Plan (BCP), including skillset adjustments to manage volume fluctuations.
• Monitor real-time service levels and abandonment rates, proactively analyzing reports to maintain optimal performance.

Operation and Performance Management

• Monitor and analyse real-time, daily, weekly, and monthly performance across omni-channel contact center operations.
• Lead weekly KPI review meetings to drive performance improvements, including recommendations for resourcing and volume management.
• Facilitate daily huddles and strategic planning sessions to align team efforts.
• Foster a customer-centric culture focused on delivering exceptional customer experiences in every interaction.
• Stay informed on business developments and new product offerings.
• Ensure all team members have up-to-date training and development plans.
• Collaborate closely with team members to provide motivation, coaching, and support.
• Inspire and lead the team to achieve high levels of individual and collective performance and customer satisfaction.
• Administer fair and consistent performance management and disciplinary actions when necessary.
• Support Customer Experience (CX) operational targets and cultivate a performance-driven culture.
• Assist the Operations Manager in identifying operational risks and recommending areas for improvement.
• Collaborate with the Operations Manager to identify and implement positive changes, mitigate risks, and enhance operational efficiency.
• Handle complaint escalations and escalate critical issues to management as needed.
• Implement and uphold COPC standards within contact center resourcing metrics.

Data Analysis

• Conduct periodic analysis of contact center service delivery data, perform root cause analysis, and provide actionable recommendations.
• Evaluate historical and projected trends to forecast resource needs, service delivery expectations, and performance against targets.
• Maintain and distribute relevant dashboards to support effective contact center management.

Minimum Job Requirements:

• Education: Diploma or higher qualification, with a minimum of 5 years of experience in a contact center environment.
• Experience: At least 5 years of relevant experience, including a minimum of 2 years in a supervisory or managerial role.
• Proven leadership capabilities and strong interpersonal skills.
• Excellent analytical and problem-solving abilities.
• In-depth knowledge of productivity and quality management practices.
• Effective team-building skills and the ability to communicate clearly and confidently across all levels of the organization.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

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