Head of Contact Center

2 weeks ago

Taguig, National Capital Region, Philippines Pru Life UK Full time

The Head of Contact Center will ensure that customers receive a friendly, professional and consistently high quality service helping to resolve various queries, close any enquiries and get it right first time.

The role is responsible for the overall management of the Contact Center of the company – Inbound, outbound and email to attain the prescribed service levels and TATs in the most effective and efficient manner.

  • the requirements of the various businesses and products being supported by the Contact Center through constant improvements in its processes and technical platform.
  • that the Company's image is consistently upheld in every customer interaction.
  • and assess the call flow to be able to recommend enhancements/upgrades necessary to keep a robust Call Center facility.
  • costs/expenses by the Call Center and operate at least cost and optimal benefits.

Responsibilities:

  • Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
  • Set the strategy for the development of the contact center, staying abreast of new practices and technologies.
  • Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues.
  • Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
  • Responsible for the recruitment, training, induction and coaching strategy across the contact centers.
  • Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required across the contact center operations.
  • Raise relevant issues in a timely manner; in the same manner encourage the team to escalate issues and feedback from customers.
  • Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
  • Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
  • Deliver cost efficiencies and increased in Customer Satisfaction Scores.
  • Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Qualifications:

  • Bachelor's degree in Business Administration, Business Management,
  • or other related courses.
  • Proven experience of leading a service driven contact center operation with experience of managing an operation through periods of significant growth or change.
  • Excellent communication and leadership skills to lead and motivate a growing and changing service operation.
  • Ability to engage with leaders and employees at all levels across the wider business to achieve goals and objectives.
  • Experience in quality, data, and/or business analysis
  • Experience in (BU) reporting
  • Experience in people management
  • Process knowledge an advantage
  • Insurance background is a plus

At least five (5) years experience in leading the Contact Center of a multi-national organization, preferably in the financial industry.

Join a team who is always asking: what can we do better?

We break down silos to improve our execution-focused approach, so we can use our advantage of scale, discover fresh perspectives, and new modalities of growth.

Prudential is an equal opportunity employer. We provide opportunities for people regardless of their gender, ethnicity, disability status, age, religion, caring responsibilities or sexual orientation. A diversity of skillsets and backgrounds enriches the organisation. Prudential believes that diversity of experience, thought and background is vital to success, both today and in the future.


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