AIG Contact Centre Team Leader in Singapore
Contact Centre Team Leader
- Job ID #:
- Functional Area:
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- Employment Type:
Full Time - Permanent
- Education Preferred:
High School Diploma
- Relocation Provided:
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This role requires the candidate to support the Customer Care Manager in the execution of the day to day operations of a team of 30 – 40 Customer Care Consultants & Customer Experience Executives to service Customer, Partners & Producers on Consumer & Commercial general insurance products in a multi-channel environment.
Roles and Responsibilities Include:
Perform and oversee the administrative activities associated with the daily running of the inbound operations team including reporting.
Support Managers in information dissemination, updates, walking the floor and ensuring adoption of the Knowledge Management Framework
To provide on-the-job training and coaching to ensure CCCs are familiar with the needed product and process knowledge and are competent in delivering excellent customer service in a professional manner to the customers.
To manage the volume of referrals and follow-ups to the business units and approve complex cases of quotations up to a level of empowerment given by the underwriting department.
Inculcate Customer Experience excellence focus in team members and manage and facilitate closure of feedback and complaints escalated from team members.
Attend to, investigate and reply on escalated cases complaints feedbacks and interdepartmental case management
Conduct regular feedback and coaching and conduct call reviews to improve performance, address gaps and rewards and recognize good performance.
Engage with Management, Quality, Training, Workforce and other Contact Centre units to facilitate improvement or close gaps on team performance
Ensure execution of inbound sales campaigns through up-selling, cross-selling and/or renewal of insurance policies.
Execute and monitor ad hoc challenges, team motivation and morale activities.
To work with Centre Management and Team Managers in the testing and implementation of new projects / initiatives impacting the Call Centre as and when delegated.
Support the execution of the Contact Centre operational strategy to ensure the business delivery model is customer orientated, efficient, effective and compliant and that business objectives are achieved.
Real time monitoring of service level and staff productivity & utilisation
Blended Activities Scheduling and Execution
Monitor and update status of Service Level Agreement & Turnaround Time Management of all non-voice & Voice of Customer Activities
Support operational execution of effective use, leverage and implementation of automation, office productivity and CCMS tools and applications
Operational Risk Management & Compliance
Support CC in reviewing, identifying, managing and mitigating Operational Risk inherent in all BAU activities. Includes support of Audit /Monitoring activities and attendant action plans, process re-design, implementation and retraining.
Prepare daily, weekly and monthly reports to monitor and communicate results and updates with stakeholders.
Diploma/Degree or relevant working experience.
At least 2 years Contact Centre experience
Bilingual in English and one other language
Certificate and background General Insurance preferred
Familiarity with Microsoft Office Suite
Good knowledge of Contact Centre Management tools and technology
Ability to effectively communicate with senior leadership, peers, staff, customers and other stakeholders
Strong Communication skills (written, verbal , active listening)
Strong problem solving and analytical skills.
Resilient, resourceful, displays strong initiative, self-directed and motivated.
Ability to coach for performance, Knowledge and experience in performance management methodologies a bonus.
Comfortable and savvy with office productivity and CRM type technology tools
In depth understanding of customer service, experience and/or telemarketing a bonus
Familiarity with Contact Centre Management tools, metrics and technology platforms
Background in General Insurance preferred
Leadership, team building, and interpersonal skills
American International Group, Inc. (AIG) is a leading global insurance organization. Founded in 1919, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement products, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security. AIG common stock is listed on the New York Stock Exchange and the Tokyo Stock Exchange.
Join our Talent Network at www.aig.com/talentnetwork. Additional information about AIG can be found at www.aig.com and www.aig.com/strategyupdate |