Contact Center Consultant

ROLES AND RESPONSIBILITIES:

Serves as the point of contact to coordinate and manage the execution of procedural changes, training initiatives, and performance action plans to ensure delivery of established KPI’s of the TPC.Monitors TPC’s performance against established KPI’s on a daily, weekly, monthly, quarterly and annual basisPartner with the TPC and internal stakeholders in developing and driving actions plans and solutions to improve customer experienceLiaise with the TPC and internal business units to address customer issues, requests and complaints on a timely basisLeads account management business reviews with TPC and internal stakeholdersMonitors completion, timeliness and accuracy of TPC’s reports and business review materialsActs as the Subject Matter Expert for the TPC to ensure its alignment to business process knowledge, standards  and best practicesMaintains voice and non-voice calibration activities with the TPC and the internal stakeholders to ensure quality of serviceProvide onsite support / visibility to the TPC will be required to monitor the foregoing tasks, and inspect its compliance to the agreed statement of work.Perform quality check/assurance and provide analysis with recommendation to Head to improve the quality of email and voice responses.Manage multiple lines of businessesAble to effectively handle complaints from acknowledgement, investigation, escalation to other departments as may be needed, mediation via regulatory body up to rendering of resolution, following company guidelines and approval limits.Recommends actions plans with Operations Process Owners to resolve issues or challenges encountered.

Success will be determined by:

Delivering operations KPI’s at or above targetEnsuring readiness of the TPC to provide the required resources, appropriately trained, certified and available for customer service supportNPS or Customer satisfaction score

MINIMUM JOB REQUIREMENTS:

Education: College Graduate (Marketing, Tourism, HRM, Psychology,  Business Management, Commerce)Minimum 3-5+ years demonstrated call center operations management in a captive or BPO setting.Cross-functional experience in insurance and banking / financial industry is a plus.Customer service experience across voice and non-voice touch points in Inbound and Outbound Contact Center is a must.Ability to prepare deliverables and reports accurately within the target completion dates.Competent in Influencing and Negotiation skills, Stakeholder management, Interpersonal and public relations skills, Presentation skills, Problem Solving Decision MakingProficient knowledge/ability with Microsoft Office applicationsExcellent interpersonal skills with internal and external customers.

AIA Philippines is the largest life insurance company in the Philippines and the market leader for over 65 years. AIA Philippines offers an extensive line of products in the industry that provides solutions to various financial needs including life protection, health insurance, savings, education, retirement, investment, group and credit life insurance. AIA Philippines has the most extensive network of offices and sales agencies nationwide.AIA Philippines is part of the AIA Group Limited, the largest independent publicly listed pan-Asian life insurance group in the world. It has main operating subsidiaries or branches in 17 markets in Asia Pacific – Hong Kong, Thailand, Singapore, Malaysia, China, Korea, Philippines, Australia, Indonesia, Taiwan, Vietnam, New Zealand, Macau, Brunei, a 92 percent subsidiary in Sri Lanka, a 26 percent joint-venture in India, and a representative office in Myanmar.The business that is now AIA was first established in Shanghai over 90 years ago. It is a market leader in the Asia-Pacific region (ex-Japan) based on life insurance premiums and holds leading positions across the majority of its markets. It had total assets of US$147 billion as of 31 May 2013. Through an extensive network of agents and employees across Asia-Pacific, AIA serves the holders of more than 27 million individual policies and over 16 million participating members of group insurance schemes.AIA Group Limited is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock code “1299” with American Depositary Receipts (Level 1) traded on the over-the-counter market (ticker symbol: “AAGIY”).