contact center Team LeaderManulife - Agnes Yung

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.Job DescriptionJoin o Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations. Job Description Join our CONTACT CENTER Team in Mactan Newtown now! The Opportunity The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Contact Center Leaders with the right resources to support our team of customer service representatives as they create and maintain positive experience for our clients and customers for the future of our business, which is why we need you. Manulife Contact Center is looking for individuals genuinely excited to lead our workforce! They will engage and connect with customer service representatives and co-leads across the United States and Canada to provide product and services information and help resolve emerging concerns. Minimum Skills to hire: College or University graduate with at least one year work experience as a team leader in a call center industry Excellent written and verbal communication skills and able to converse effectively using the English language Strong leadership skills (ability to build rapport, demonstrate empathy, properly direct and influence his/her team to collectively achieve the goals) Strong analytical and problem solving skills to comprehend, solution and act on presented customer/team member concern or problem Good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines. Ability to multi-task and navigate multiple applications at the same time. Amenability to work in Mactan Newtown, Lapu-lapu City Amenability to work at night full-time, shifting schedules, Philippine holidays Nice to Haves: Call Center experience focus in customer service and health care Exposure to Shared Services or Financial Services environment/industry On the job you will: Lead a team of Customer Service Representatives towards achievement of daily, weekly, monthly operational goals Manage day-to-day operations to ensure that SLA and Team KPI's are met Regularly coach team members with their opportunities in the job Support team members in achieving their individual career goals and aspirations Assist in conducting a regular training needs analysis for personal and professional development of team members identify opportunities for process improvement and provide recommendations Facilitate meetings to align team members on the latest process updates and company policies Handle case escalations on a timely manner Collaborate with HR with regard to any payroll and disciplinary measure concerns Assist in workforce management duties such as schedule and leave management Review, collect, and summarize quality control and business reports Our commitment to you Our mission; to be a part of making Decisions Easier and Lives Better A leadership team dedicated to your growth and success A bold ambition and set of goals to be a leader in driving transformation in our industry Our best. Every day. Learn more about opportunities with us at jobs.manulife.com. Join us now! If you are ready to unleash your potential, it s time to start your career with Manulife/John Hancock. About Manulife Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers. As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.4 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years. We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong. Manulife is an equal opportunity employer. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.
Monster

Philippines
Permanent
Full-time