AXA

Global insurer offering life, property, casualty

Contact Center Manager

Customer SupportConfirmed live in the last 24 hours

Full-timeBangkok, ThailandIn-person

About the Job

Requirements

A bachelor's degree in any field is required.
At least 5 years of call center management experience is required.
Experience in the insurance business is preferred.
Understanding of call center workflows, tools, and systems, with the ability to review them and identify gaps for further development, is required.
Understanding of core business principles for individual life, investment products, and group business is required.
Outstanding communication and interpersonal skills are required.

Responsibilities

Manage day-to-day Contact Center team operations, including inbound service, outbound service, and omnichannel service, by monitoring team productivity for quantity and quality.
Handle complex issues, investigate problems, recommend appropriate solutions, and produce team performance reports with analysis and recommendations for improvement and KPI achievement.
Manage, develop, and control company service channels to provide proactive and varied customer service, maximize customer satisfaction, and improve persistency.
Manage and oversee staff training, scheduling, and retraining in deficient areas; build the team; develop team members' skills, knowledge, and service competency by identifying training needs, providing training, coaching, and feedback; and ensure team members follow service standards and procedures.
Assist the AVP of Contact Center in preparing work processes, enhancing call flows, and preparing call scripts to support Contact Center activities according to business requirements.
Regularly review omnichannel tools for customers and distributors and initiate activities to maximize omnichannel and self-service use instead of call-channel use.
Communicate effectively with the team to enhance team performance and collaboration.

Desired Qualifications

Experience in the insurance business is preferred.

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

Employee and Family Health Insurance Benefits
Life and Accident Insurance Benefits
Hybrid Working and Flexible Working Hours
Annual Leave & Birthday Leave
Salary Increment & Bonus
Digital Learning - Self Learning Organization
Annual Health Check up
Provident Fund

About the Company

AXA

Global insurer offering life, property, casualty

AXA is a global insurer and asset manager that provides life, health, and property and casualty insurance, as well as related financial services. Its products work by customers paying insurance premiums in exchange for coverage against risks; AXA pools risk across many policyholders, prices premiums based on risk, and pays claims when events occur, while also offering investment and retirement products through its asset management arm. The company has grown through large acquisitions, giving it a wide geographic footprint and a diverse mix of personal, commercial, and specialty insurance offerings. This scale and breadth set AXA apart from many competitors, alongside a long history of strategic mergers that expanded its reach to customers around the world. AXA’s goal is to be a leading global insurer and asset manager, delivering financial protection and long-term value to customers and stakeholders.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1816

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