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 Description Summary :
Provide leadership and management to front-line staff, monitor the effectiveness and productivity of the team, provide feedback and implement corrective action plan as required.
Act as a service advisor.
Job Description :
Hire, develop, and coach team members.
Plan, motivate, and lead the team to achieve departmental goals and tactics.
Manager performance review process deliver ongoing feedback and deal with difficult employee issues including termination.
Administering staff compensation, ensuring consistency and equability.
Assist team members in education and managing customer base to enable effective service delivery.
Assist Manager in coordinating team resources and monitoring team activities.
Identify and define training and development needs of the department and contribute to solutions.
Act as a consultant to the department by using subject matter expertise for service-related department initiatives and customer training.
Steward to departmental and divisional projects.
Qualifications 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.
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.