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Assistant CS Manager, Health Call Centre

Job Title: Assistant CS Manager, Health Call Centre
Contract Type: Full time / Flexi-time
Location: Wong Chuk Hang , Southside
Industry:
Salary: To be negotiated
Start Date: immediate
Duration: permanent
REF: #A551
Contact Name: Marie
Contact Email: cv@fleximums.com
Job Published: 8 months ago

Job Description

Assistant CS Manager, Health Call Centre

Job Description:

  • Assist Service Excellence Manager to enhance the overall competencies of individual CSOs by designing and conducting training programs that will boost staff performance. 
  • Identity training needs by evaluating strengths and weaknesses. 
  • Translate requirements into trainings that will assist individual CSO to improve the overall service standard. 
  • Build and deliver coaching program according to regional standard. 
  • Assess training effectiveness to ensure incorporation of taught skills and techniques into work behavior. 
  • Periodically evaluate ongoing programs according to business needs.
  • Stay aware of the new trends in market and tools in staff coaching and development.
  • Involve in daily call centre operation SUCH as handling incoming calls, managing soft complaints and escalated cases, collaborating with different departments to meet our SLAs 
  • Achieve team's KPI and drive for improvement

QUALIFICATIONS

  • Min. 8 years working experience in insurance or financial industries 
  • Bachelor degree holder 
  • Proven experience and knowledge on coaching 
  • Proven ability to master the full training cycle 
  • Good knowledge and experience in customer service 
  • Familiarity with traditional and modern training methods and tools will be an advantage 
  • Solid experience in insurance is preferable 
  • Good analytical, negotiation and problem solving skills 
  • Excellent spoken and written English and Chinese