Lead of Contact Center Team 2

4 days ago

กรงเทพมหานคร, Thailand FWD Insurance Full time

FWD spans Hong Kong, Macau, Thailand, Indonesia, the Philippines, Singapore, Vietnam and Japan. In Thailand, established in 2012, FWD Thailand aims to provide customer-led insurance coverage whether it be savings, personal accident, retirement plans, or investment-linked insurance. Along with TMB, our bank partner and with over 900 staffs, we deliver fresh customer experiences and provide quality services to more than 900,000 customers nationwide.

FWD is a fresh insurance company for aspirational people who are looking forward to their lives ahead. We believe that life is all about living your passion and pursuing happiness; it’s our commitment to empower people to live their lives to the fullest everyday.

If you are looking for a company where can fuel your inspiration and cultivate your experience, join us on our exciting journey.

Leads the multi skill contact centre team 2 including inquiry, request and complaint handling services to deliver the ultimate customer experiences with skillful and intense business retention for inbound & outbound services from both of voice and non voices channel. Otherwise, this role must deliver and act as a key person in their own area to transform contact center to the next in class in the insurance industry
- Lead and strengthen staff standard performance to achieve the company’s Key Performance

Indicator (KPI) in both quantity and quality.
- Work with related departments, regional and group team in setting up any service commitment or

agreement to give priority service to customers or any service requirement to ensure quality &
standard.
- Report the incident and finding the root cause for preventive actions
- Get agreement with related department heads in setting up any service commitment or agreement

to give priority service to customers throughout contact center.
- Manage the implementation of projects and perform any extra job assigned
- Review and evaluate the recruiting, hiring, and quality development procedure to ensure

productivity and excellent customer service delivery.
- Manages resources within the department to ensure the objectives are met for both service and

operations in accordance with service standards and the budget approval.
- Initiate new services, identify business needs and area for improvement to provide new or better

services aiming to next in class
- Create goal and strategic plans for quality and standard of service in response to customer needs.
- Influences and collaborates with cross

functional heads and sales executive for any business

retention strategy and approach
- Manages the implementation of automated process and system improvements to increase the

effectiveness and efficiency of operations and leads any extra project assigned.
- Motivate and strengthen employee engagement
- Review and ensure the quality development procedure are effective.
- Provide strategic ideas to align with Contact Centre NIC by working closely with external

consultant, vendors and project team members across team and company to transform contact

centre team in own area
- Implement contact centre transformations project by each phases in own area as PO role
- Cascade implementation to team members to transform them to meet all aspects (People, System

and Process) with accurately measurement to align with Contact Centre NIC
- Deliver others key improvement strategic project to keep better service to customer in own area

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