Senior Contact Center Manager – Multi-Channel Excellence

Sun Life; Jakarta Pusat; Sur place; IDR 300 000 000 - 700 000 000; Plein temps

Résumé du poste

Sun Life Indonesia is seeking a seasoned Contact Center Manager to lead end-to-end multi-channel customer service operations across Call Center, Customer Service Center and Digital Services. The role ensures high-quality, compliant service levels, and drives workforce effectiveness, quality governance and risk controls.

With 8–10 years in contact center operations and 3–5 years leading teams, you will shape strategy, manage complaints, and improve customer experience while upholding regulatory

Qualifications

• Bachelor’s degree; a master’s degree is an advantage.
• Experience: 8–10 years in Contact Center or related operations.
• 3–5 years leading customer service teams.
• Experience in insurance or financial services is an advantage.

Responsabilités

• Define and execute the Contact Center strategy, operating model, service standards and governance to align customer service delivery with Client Services priorities and customer needs.
• Lead integrated multi-channel service operations across Call Center, Customer Service Center and Digital Services, ensuring service levels, response times, productivity, quality and operational readiness are achieved.
• Oversee complaint management and service recovery to ensure complaints are resolved accurately, within required timelines and in accordance with regulatory and company requirements, while driving corrective and preventive actions.
• Improve customer experience and service quality by monitoring customer feedback, interaction trends and service pain points, and by coordinating end-to-end improvements with relevant functions.
• Strengthen risk management, data privacy, compliance and operational controls across customer interactions, and provide timely performance and risk insights to management governance forums.
• Build leadership and operational capability through workforce planning, coaching, performance management, engagement and succession planning for Contact Center teams.

Connaissances

Contact center management

Workforce planning

Complaint management

Customer experience governance

Regulatory compliance

Data analytics

Process improvement

Formation

Bachelor’s degree

Master’s degree (advantage)

Description du poste

Sun Life Indonesia is seeking a seasoned Contact Center Manager to lead end-to-end multi-channel customer service operations across Call Center, Customer Service Center and Digital Services. The role ensures high-quality, compliant service levels, and drives workforce effectiveness, quality governance and risk controls.

With 8–10 years in contact center operations and 3–5 years leading teams, you will shape strategy, manage complaints, and improve customer experience while upholding regulatory