Contact Centre Manager

AIG Malaysia

Malaysia
Customer experience strategy
Omni-channel service capabilities
Operational excellence and productivity
Lead the overall customer service strategy across call centre and service centre channels ensuring consistent, high quality customer and intermediary experience

Job Summary

  • Lead the overall customer service strategy across call centre and service centre channels ensuring consistent, high quality customer and intermediary experience.
  • Oversee daily operations of call centre and frontline service teams to ensure service levels, turnaround times and productivity targets are met.
  • At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you.

Matching Summary

Lead the overall customer service strategy across call centre and service centre channels ensuring consistent, high quality customer and intermediary experience.

Skills & Requirements

Must-have

  • Customer experience strategy
  • Omni-channel service capabilities
  • Operational excellence and productivity
  • Workforce management strategies
  • Risk, compliance, and governance
  • Service transformation initiatives

Nice-to-have

  • Agility and collaboration culture
  • Continuous learning support
  • Digital engagement enhancement
  • Customer insights leverage

Key Requirements

  • Years of experience in contact centre management
  • Experience in insurance industry
  • Proven track record in service transformation

Work Rights

Not specified

Tailored Resume

Cover Letter