Senior Manager, Contact Centre & Agent Service Management
Salary undisclosed
Apply on
Original
Simplified
Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
To ensure that PruBSN Customer Service touchpoint, which is one of the key service channels, is being managed at its optimum level to continuously exceed customers’ expectation and in meeting the team’s objectives and defined KPI.
Job Description
& outbound call and overall call experience by continuously review the customer service standards.
monitoring, appraising, and reviewing job contributions. To shift the mindset and competency of the staff from Customer Service to Customer Advocate.
customers and agents
To ensure that PruBSN Customer Service touchpoint, which is one of the key service channels, is being managed at its optimum level to continuously exceed customers’ expectation and in meeting the team’s objectives and defined KPI.
Job Description
- In charge of customer service and conservation operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses;
& outbound call and overall call experience by continuously review the customer service standards.
- Motivates staff to perform and deliver excellent service to customers by recognizing and good performance, creating a harmonious and conducive working environment for the
monitoring, appraising, and reviewing job contributions. To shift the mindset and competency of the staff from Customer Service to Customer Advocate.
- Owns the Voice of Customers and identify opportunities to improve the customer experience (NPS) and service deliveries (CSAT & TAT) of Customer Service and manage
- Maintains and improves overall customer service operations by monitoring system performance; identifying and resolving problems; managing system and process
customers and agents
- Responsible to conduct compliant checks to ensure that PruBSN is compliant with Shariah and BNM Guidelines for below Policy / Act: FACTA, PDPA, Risk Management, AMLA
- In charge of the Direct Channel i.e., PruBSN eCommerce’s operational services i.e., pre-sales enquiries, follow up on drop off and leads. Support any new online product
- In charge of the outsourcer for Retention/Conservation calls and its overall activities, by measuring success rate, conducting audit on vendor policy contract.
- BC/DR lead for Customer Service. Making sure all BC / DR platform can accommodate business requirement in contingency mode which inclusive of BC announcement, staff migration and workforce planning.
- Ensure ongoing success of quality and process improvement strategies across multiple data sources through metrics, measurement, and analysis. To identify areas of
- To manage outbound and tele marketing activity success rate, identify areas of improvement.
- Tertiary education in any field.
- Experience: more than 5 years in the supervisory role in customer service environment
- Experience in takaful/insurance and vendor management is an advantage.
- Experience in Outbound and Tele Marketing is an advantage.
- Customer focused with excellent process improvement skills, the ability to work with a positive attitude & excel under pressure.
- Decision making, managing processes, and emphasizing excellence.
- Articulate and proficient in written and spoken English & Bahasa Melayu
- Proficient in Microsoft Office applications.
Similar Jobs