Senior Manager, Multi-Channel Contact Center & CX

Sun Life; Jakarta Selatan; On-site; IDR 700,000,000 - 1,100,000,000; Full time

Job summary

Sun Life is seeking a seasoned Contact Center Manager in Jakarta Selatan to lead end-to-end support across Call Center, Customer Service, and Digital Services. You will drive service quality, regulatory compliance, and workforce effectiveness to deliver superior customer experiences.

The role requires extensive experience in contact centers within the insurance/financial services space, with strong analytics and leadership capabilities to elevate performance.

Qualifications

• Bachelor’s degree required; master’s degree is an advantage.

Responsibilities

• 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.

Skills

Contact center management

Workforce planning

Complaint management

Customer experience governance

Regulatory compliance

Data analytics

Process improvement

Leadership', 'weight":7}],

Education

Bachelor’s degree

Master’s degree (advantage)

Job description

Sun Life is seeking a seasoned Contact Center Manager in Jakarta Selatan to lead end-to-end support across Call Center, Customer Service, and Digital Services. You will drive service quality, regulatory compliance, and workforce effectiveness to deliver superior customer experiences.

The role requires extensive experience in contact centers within the insurance/financial services space, with strong analytics and leadership capabilities to elevate performance.