Job Description
A Global Insurance Company with mainly business in general insurance is now looking for:
Operations Supervisor (Call Centre)
Responsibilities:
- Report to Call Centre Manager and manage the call center and ancillary services relating to operations and development of the company
- Handle team performance management and budget management
- Implement the strategic plans for the call center including technology, organization structure, skills, training & resources requirements
- Liaise with regional operations to ensure standardization and globalization of the processes and tools
- Implement the strategic & tactical programs to enhance the capability of the call center to achieve the strategic objectives of the business
- Develop and execute strategic planning with the management team to enhance service capabilities, quality and efficiency
- Monitor quality and efficiency KPIs and provide variances analysis reports
- Implement the training, monitoring and other performance measurement for the employees
- Supervise the development of Local network of service providers in the roadside and appliance protection areas
- Consolidate business requirements for local projects and liaise with PRC organizational management to ensure project prioritization and project management
Requirements:
- Degree holder with 5 years or above working experience in MNC with call center or insurance operations environment
- Experience in supporting travel & assistance programs would be a strong advantage
- Proven track record in leadership with good communication skill
- Good interpersonal, analytical and problem solving skills
- Excellent command of English and Cantonese (verbal and written)