Sun life Việt Nam 3.8 ★

Job purpose:
As a part of Client service department, Contact Center is mainly in charge of embracing Client experience thru inbound and outbound calls service. Besides, the team is expecting to account for effectivenes of daily CC operations and business efficiency as well.

Objective of this job: This position plays a critical role to monitor Contact Center performance to ensure daily activities to be delivered in timely manner and Client’s inquiries/requests to be resolved at the best effort. Therefore, this helps to achieve business expectation and increase Client’s trust in long term relationship with Sun Life.

Major accountabilities:
Monitoring daily CC operations: to ensure for objectives achievement on delivering service quality standard, service level agreement and productivity.
• Develop objectives for Contact Center day-to-day activities aligning to Sun Life Viet Nam business goals & vision which focus on delivering excellent Client experience.
• Be responsible for team performance such as monitoring calls performance (including inbound & outbound) to allocate resources for handling properly, promptly support CC representatives for difficult cases when on duties, …
• Cross functional collaboration effectively to support Client’s inquiries/request at their best interest.
• Provide professional assistance with accurate information to team and cross departments when needed.
• Frequently review all related operating processes such as CC Manual guide, outbound calls process, Sales Process, … in terms of design effectiveness and operating effectiveness to escalate if there is any isues and make sure any gaps finding to be remediated/mitigated.
• Perform daily/weekly hurdles, team meeting.
• Produce daily/weekly/monthly and ad hoc reports and insights of business for improvement.
Quality Monitoring & Training:
• Listen to CC calls to understand calls quality and identify whether any issue is discovered through the calls.
• Review after-call work tasks such as how CC follow up Clients requests properly, how CC input calls results exactly… then building guidance and conduct refresh training to CC or relevant teams.
• Coordinate with CC Quality team to improve CC quality.
Team Management: To maximize CC productivity in terms of existing resoures, budget, technology, …
• Oversee the hiring, orienting, and training of Contact center Staff to ensurre a capable workforce and develop team culture with BOLDER spirit aligning with company strategy.
• Conduct effective resource planning and monitoring, including roster arrangements and propose staffing solutions in case of required.
• Frequently review CC Representative performance vs their goal setting and evaluate with key metrics (e.g; completed call volume, call quality, …)
• Conduct Coaching for CC performance improvement if any.
Others:
• Coordinately with other teams (such as sale teams, BQA/AQA) to organize meetings/sharing about Outbound call results customized for specific sale channels/regions, ...
• Other tasks/projects as assigned by Line Manager to support business directions and expectations such as transforming CC to Digital Contact Center.
• Develop & monitor both annual operational budget and initiatives efficiently.