Customer Engagement Supervisor

Prudential Corporation Asia Ltd

Team management and workforce scheduling
Multi-channel customer support handling
Complex case escalation resolution
The role involves managing a contact center team while ensuring high-quality customer service across all channels

Job Summary

  • The role involves managing a contact center team while ensuring high-quality customer service across all channels.
  • Responsibilities include resolving complex escalations, analyzing customer data for insights, and driving team performance against KPIs.
  • The position requires strict adherence to compliance standards, including AMLA regulations, and fostering a culture of continuous improvement.

Matching Summary

The role involves managing a contact center team while ensuring high-quality customer service across all channels.

Skills & Requirements

Must-have

  • Team management and workforce scheduling
  • Multi-channel customer support handling
  • Complex case escalation resolution
  • Service level agreement compliance
  • Data analysis and reporting
  • Compliance and risk management adherence

Nice-to-have

  • Agile and Scrum methodology experience
  • Process improvement initiative leadership
  • Digital tool promotion expertise
  • Coaching and training facilitation skills
  • Customer obsession culture championing

Key Requirements

  • Experience in people management and workforce planning
  • Knowledge of insurance compliance and risk standards
  • Proficiency in contact center tools and ticketing systems

Work Rights

Not specified

Tailored Resume

Cover Letter