Contact Center Supervisor

Overview

Be part of the fastest growing insurance company!

As FWD aims to be the Best in Class in Customer Experience, we are looking for a result oriented leader who also has passion in serving Customers! This trailblazer will be responsible for the consistent service delivery of Customer Connect Executives by driving to exceed performance targets. Being a master strategist is expected as well especially in the understanding of customer insights that will aid FWD in having informed decisions.


Responsibilities

As the Team Leader –

  • It’s your responsibility to ensure we treat every new and existing customer as GOLD and action all inquiries within agreed SLA’s delivering an amazing customer experience from first to last touch point.
  • Fostering a high-performance team culture by leading a team of Customer Connect Executives
  • Providing ongoing coaching and mentoring to the team, inspiring them to achieve successful outcomes for every customer.
  • Ensuring clear compliance and call quality frameworks are in place and adhered too at the highest level, whilst constantly looking for new ways to improve the overall customer experience.
  • Assist in the developing workforce planning strategies and initiatives.
  • Providing daily customer insights and reporting to the CX Leadership Team on team performance to ensure company objectives are met or exceeded.

Skills & Experience Required

  • College graduate of any Bachelor's Degree
  • With minimum of 5 years-experience in Life Insurance and Investment background.
  • Must have an extensive experience in Contact Centre supervisory experience specifically in a customer focused organization
  • Excellent organization and planning skills with high attention to detail.
  • Great problem solver with the ability to think quickly.
  • Excellent verbal and written communication skills
  • Demonstrated experience managing a team through significant change
  • Advanced dispute resolution skills
  • Experience with Avaya and Microsoft Dynamics systems, such as CRMs, IVRs, Call Recording and Contact Centre Systems is vital.
  • You should be amenable to working flexible hours, and during operational exigencies.
  • Willing to work in Bonifacio Global City, Taguig, Philippines.

Apply Now

Interested parties may send their full résumés with current and expected salary, education, and working experience to Human Resources Department.

Email: careers.ph@fwd.com

Address: Human Resources, 19/F W Fifth Avenue Building, 5th Avenue corner 32nd Street,

Bonifacio Global City, Taguig City 1634, Philippines