Responsibilities : 

· Managing all Call Center operations.

· Standardize Call Center as the one stop comprehensive solutions.

· Monitor and improve service quality beyond client expectation.

· Evaluate performance with key metrics (accuracy, call-waiting time etc.)

· Prepare reports for upper management and client.

· Provides staffs some advices for those encountered problems and reports to supervisor immediately for those unsolved problems.

· Analyst call and case statistic for client to develop and enhance quality and service to be effectively.

· Manage customer service and call center teams to meet KPI standards.

· Maintaining good relationships with both customers and business partners.

· Retrieves and analyses personal KPIs for performance analysis and plans for achieving those set up objectives.

· Generates a creative work process once a year.

Qualifications :

· A bachelor degree in any field.

· At least a 3-year of insurance experience.

· Be creative and good communicator.

· Be patient and able to solve any immediate problems.

· Be skilled in Microsoft Office.

· Be responsible for all assigned duties.

· Good command of written and spoken English.

· Be enthusiastic in learning and developing.

· Be honest and service-minded.