web analytics
31 Mar 2020
Job Opportunity : AVP - Claim Contact Center (100-140K)
AVP - Claim Contact Center
Our Client
An International Non - Life Insurance
Report to
VP-Claims Operations

Responsibilities : 

· Determines contact center operational strategies roadmaps, performance driven, understanding the needs, capacity planning, and cost/benefit analyses

· Standardize Contact Center as the one stop comprehensive solutions including voice and non-voice operations

· Monitor and improve service quality beyond client expectation

· Evaluate performance with key metrics and put action plans quickly to improve the service quality

· Be analytical on contact center data from multiple dimensions and prepare executive summary reports for upper management and client.

· Assess the technological solutions to be implemented within the contact center to improve the service level, create multiple touch-points and automated processes for the clients

· Motivate the team for any new initiatives and be results oriented to meet the objectives of the Contact Center strategy roadmap

· Engage with the Asst. Manager, Team Leaders to deliver the coaching style with the Contact Center Agents.

· Be proactive on the short-fall to quickly fix and provide feedback solutions with the team members for future use case

· Manage a strong relationship with the key stakeholders from multiple department across the organization

· Manage the KPI by functions across the Contact Center organization, able to make adjustment of new KPI when necessary

· Understand new business requirement quickly to develop a new service in relation to Contact Center

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

· Act as a Project Leader to support the projects related to the Contact Center area


Qualifications :

o A bachelor degree in any field

o At least a 3-year of non-life insurance experience

o At least a 7-year of Contact Center experience

o Avaya telephony system experience will be advantage

o Strong people management

o Be analytical and systematic

o Be creative, logical and good communicator

o Be patient and able to solve any immediate problems

o Be skilled in Microsoft Office 365

o Be accountability for all assigned duties. o Good command of written and spoken English.

o Be enthusiastic in learning and developing. o Be honest and service-minded.


Please email your CV to mui@360dsearch.net