HR Contact Center Team Leader
Hong Kong, HK

Job Description

Specific Accountabilities :

  • Accurately handle routine client service requests at initial point of contact utilizing administrative systems
  • Take a proactive role in identifying and reporting areas of continuing client concern(trends)
  • Identify and escalate exceptions with recommendations to appropriate resource
  • Educate employees at every opportunity on rationale behind policies and Manulife’s HR self-service tools such as Workday
  • Responsible for participating in a strong collaborative team and building customer working relationships while providing excellent customer service
  • Keep current with company policies, procedures and maintaining processing knowledge
  • Expectation of measures around accuracy and service excellence are met
  • Liaise with HR Partners to resolve employee issues, if necessary
  • Key Leader Accountabilities :

    Accountable for team and department results, manage daily workflow of case management, operational staffing and effective and harmonious relationship with HR teams across Greater China.

  • Support staff with inquiries
  • Train and develop new staff
  • participates in the recruitment of new staff to the department
  • identifies roadblocks and challenges that may inhibit our ability to meet department objectives
  • handles escalated issues
  • In-charge of Monthly Quality Monitoring, Coaching, Schedule Monitoring and ad-hoc reports
  • Conducts Bi-Weekly Calibration Meeting
  • Knowledge / Skills / Competencies / Education :

  • College graduate
  • Customer service focus and skills with the ability to build positive relationships between customer / company and represent Manulife’s best interests.
  • Commitment to achieving high levels of service excellence and ability to work independently or within a team and with direction
  • Excellent communications skills (verbal and written) in English and Cantonese. Mandarin is a plus
  • Analytical and problem-solving skills
  • Working knowledge of Customer Services policies, procedures and concepts
  • Organizational / prioritization skills to be able to work in a multitasking environment
  • Attention to detail
  • Leadership skills with the proven ability to inspire a culture of commitment
  • Resourceful able to source out information and have basic research skills
  • Problems / Challenges :

  • Dealing with unclear / unfamiliar expectations from clients with confidence
  • Manage time effectively within a high volume and fast paced structured work environment with the ability to manage conflict positively on and off the phones
  • Fast paced learning environment while meeting service delivery expectations
  • Dealing with differing opinions independently with high degree of professionalism
  • Ability to deal with difficult callers / situations and deliver difficult messages
  • Manage highly confidential information in a professional manner
  • Ability to prioritize workload
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