Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Job Summary :
The team leader provides leadership and direction to the business unit day-to-day operations. The team leader ensures the achievement of department service standards, quality goals and commitments through coaching, monitoring and feedback to their team.
The position is expected to create and maintain strong internal and external customer relationships to meet / exceed our service level commitments and look for opportunities to improve our service quality that support our customer base.
The Team Leader will effectively use various tools, run reports, improve processes and systems by providing meaningful feedback to their manager, demonstrating excellent problem-
solving skills, and leading by example while demonstrating a range of coaching styles and techniques.
Key Accountabilities :
Manage the team’s day-to-day operation to ensure that SLA is met
Handle escalations on a timely manner
Conduct recruitment and hiring of CSRs
Assist in workforce management duties such as schedule and leave management
Review team performance and provide corrective action plan / s perform 1 : 1 coaching, provide support, motivation and development of staff
Review, collect, and summarize quality control and business reports
Assists in conducting a regular training needs analysis for personal and professional development of the staff
Identify opportunities for process improvement recommendations
Collaborate with HR with regards to any payroll and disciplinary measure concerns
Facilitate meetings to disseminate announcements, discuss policies and calibrate process
Assist immediate supervisor in coordinating team resources, monitoring team activities, and preparing reports
Minimum Skills Requirement to Hire :
College or University graduate with at least one-year work experience in a call center industry
Candidate must have excellent written and verbal communication skills and able to converse effectively using the English language
Candidate must demonstrate strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service).
Candidate must able to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information.
Candidate must exhibit good navigation skills. Minimum keyboarding skills of at least 30 words per minute.
Candidate must have good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.
Candidate must demonstrate problem solving skills.
Technical Skills :
Client Relationship Management
International Business and Multicultural Skills
Product and Service Advice and Support
Minimum Skills Requirement to Go-live :
Tools Specific Knowledge :
Demonstrated skill in utilizing business telephony and technology, which includes Avaya, Avaya Wall Board, Avaya Desktop, etc.
Proficiency in relevant LTC business tools.
Product Specific Knowledge
Knowledge of the LTC products and services.
Process Specific Knowledge
Knowledge of the LTC principles and practices
Good understanding of Service Level Agreement
Analytical, research, problem solving, decision-making and conflict resolution skills
Excellent organization and prioritization skills and time management to be able to multitask in a high volume rapidly changing work environment
Act as subject matter expert providing consultation and coaching for team
Key Problems / Challenges :
Maintaining expertise, broad knowledge and keeping current with our systems and products in our rapidly changing environment to support escalated customer inquiries
Coaching, training and leading contract and fulltime staff in a rapidly changing environment, while still delivering the best customer service
Maintaining the confidentiality pertaining to staff
Scope (Dimensions & Organizational Impact) :
Freedom to act within defined guidelines and processes / practices.
Has the authority to identify exception situations and coordinating with the advisor / client / internal depts. to customize a workable solution.
Assess risk regarding escalated complaints to grant exceptions without Supervisor approval within established parameters.
Recommends development opportunities for new staff and support them in their development
Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions.
We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers.
At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers.
Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years.
With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.
Manulife is committed to supporting a culture of diversity and accessibility across the organization. It is our priority to remove barriers to provide equal access to employment.
A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation.
Information received regarding the accommodation needs of applicants will be addressed confidentially.