Director, Multichannel Contact Center

SUN LIFE INDONESIA; Jakarta Selatan; On-site; IDR 350,000,000 - 700,000,000; Full time

Job summary

Sun Life Indonesia is seeking a seasoned Contact Center Manager to lead end-to-end customer service across Call Center, Customer Service Center and Digital Services.

You will drive workforce planning, multi-channel operations, complaint management and service quality governance while ensuring regulatory compliance and data privacy. Ideal candidate has 8–10 years in contact center/operations, 3–5 years leading teams, and a Bachelor's degree (Master’s preferred) in a related field.

Qualifications

• Bachelor’s degree; a master’s degree is an advantage.
• 8–10 years of experience in Contact Center, Customer Service, Service Operations, Complaint Management, or Operations.
• 3–5 years of experience leading customer service teams.
• Experience in the insurance or financial services industry is an advantage.

Responsibilities

• Define and execute the Contact Center strategy, operating model and governance to align with Client Services priorities and customer needs.
• Lead integrated multi-channel service operations across Call Center, Customer Service Center and Digital Services; ensure service levels and operational readiness.
• Oversee complaint management and service recovery; drive corrective actions.
• Improve customer experience by monitoring feedback and trends; coordinate end-to-end improvements.
• Strengthen risk management, data privacy, compliance and operational controls; provide insights to governance forums.
• Build leadership and capability through workforce planning, coaching, and talent development.

Skills

Contact Center Mgmt

Workforce Mgmt

Multi-Channel Ops

Complaint Mgmt

Customer Experience

Service Quality

Regulatory Compliance

Operational Risk

Data Analytics

Process Improvement

Digital Service Adoption

Education

Bachelor’s degree

Master’s degree preferred

Tools

Leadership skills

Job description

Sun Life Indonesia is seeking a seasoned Contact Center Manager to lead end-to-end customer service across Call Center, Customer Service Center and Digital Services.

You will drive workforce planning, multi-channel operations, complaint management and service quality governance while ensuring regulatory compliance and data privacy. Ideal candidate has 8–10 years in contact center/operations, 3–5 years leading teams, and a Bachelor's degree (Master’s preferred) in a related field.