Senior Multi-Channel Contact Center Leader

Sun Life; Indonesia; Sur place; IDR 360 000 000 - 600 000 000; Plein temps

Résumé du poste

Sun Life is seeking a seasoned Contact Center Manager to lead end-to-end multi-channel customer service operations, including Call Center, Customer Service Center and Digital Services. You will drive performance, quality, and regulatory compliance while optimizing service delivery and customer experience.

You will oversee workforce planning, complaint management and service recovery, coordinating with various functions to ensure timely resolutions and continuous improvement.

Qualifications

• Education: Bachelor’s degree; a master’s degree is an advantage.
• Experience: Minimum 8-10 years of experience in Contact Center, Customer Service, Service Operations, Complaint Management, or Operations, including at least 3-5 years of experience leading customer service teams.
• Experience in the insurance or financial services industry is an advantage.
• Technical Competencies: Contact Center Management, Workforce Management, Multi-Channel Service Operations, Complaint Management, Customer Experience, Service Quality, Regulatory Compliance, Operational Risk Control, Data Analytics, Process Improvement, Digital Service Adoption.
• Leadership Competencies: Customer Focus, Driving Results, People Leadership, Stakeholder Management, Problem Solving, Change Leadership, Resilience, Collaboration, Developing Talent.

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 Management

Multi-Channel Service Operations

Complaint Management

Customer Experience Governance

Regulatory Compliance

Data Analytics

Process Improvement

Digital Service Adoption

Formation

Bachelor’s degree

Master’s degree an advantage

Outils

CRM systems

Data analytics tools

Description du poste

Sun Life is seeking a seasoned Contact Center Manager to lead end-to-end multi-channel customer service operations, including Call Center, Customer Service Center and Digital Services. You will drive performance, quality, and regulatory compliance while optimizing service delivery and customer experience.

You will oversee workforce planning, complaint management and service recovery, coordinating with various functions to ensure timely resolutions and continuous improvement.