HR Contact Center Team Leader

Manulife

Hong Kong, HK

5天前

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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