Team Leader, Contact Centre

Hong Leong Assurance; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading insurance company in Malaysia is looking for a Contact Centre Team Leader to oversee operations and drive sales through a team of Relationship Officers. This role requires a minimum Diploma and at least 5 years of experience in a supervisory capacity within a call center environment. The successful candidate will ensure compliance, mentor staff, and deliver sales targets while participating in team motivation activities.

Benefits

5-day work week

Attractive remuneration package

Outpatient and dental benefits

Group hospitalization and surgical

Personal accident and term life insurance

Qualifications

• 5 years of relevant work experience in call centre and supervisory role.
• Possess Insurance certifications (BCP, PGI) is a must.
• Proficient in MS Office preferred.

Responsibilities

• Manage operations of a team of Relationship officers.
• Ensure compliance with company standards and policies.
• Recruit, train and develop the team.

Skills

People management

Leadership

Communication

Sales-driven

Motivation

Education

Minimum Diploma

Tools

MS Office

AS400

Job description

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Reporting directly to the Head of Contact Centre, you shall be responsible to:

• Manage, plan and execute day to day operations of a team of Relationship officers whose role is to market insurance products through up-selling, cross-selling and/or renewal of policies.
• Ensure compliance of telemarketing activities and operations to company risk, compliance and service & quality standards and policies.
• Works closely with Consumer, and Marketing to identify opportunities to increase production and improve performance of existing or sponsor campaigns.
• Plan, propose and execute ad-hoc challenges, team motivation and morale activities.
• Identify areas for continual improvements for team operations.
• Conduct regular review of staff’s performance, provide feedback and constructive improvement planning to achieve optimal performance.
• Provide sales coaching and conduct call reviews to address gaps and improve sales performance.
• Provide daily, weekly and monthly reports to monitor and communicate results to Relationship officers and stakeholders.
• Recruit, train and develop the team. Identify areas of improvement, design relevant training materials, prepare scripts, implement and conduct necessary training.
• Resolve escalating complaints and sales disputes, if any
• Delivery of sales targets and achievement of KPIs and Company’s goals
• Engage with Quality & Training or management to facilitate improvements or close gaps on team’s performance.
• Preparation and tabulations of sales commission.
• Undertake administrative duties like track team’s attendance, assignment of leads and etc.
• Other ad-hoc duties whenever necessary

Job Requirements:

• Minimum Diploma with at least 5 years of relevant work experience in call centre environment, supervisory role and general insurance industry
• Possess Insurance certifications (BCP, PGI) is a must
• Proficient in MS Office (WORD, EXCEL etc.) is preferred.
• Having hands-on with AS400 will be advantageous
• Excellent people management, leadership, interpersonal and communication skills
• Energetic, outgoing, highly motivated, sales-driven, result and service oriented
• Able to handle pressure, work independently and as a team player

Other Information and Benefits

• 5-day work week (Mon- Fri, 9 am - 6 pm.
• Attractive remuneration package, overriding monthly and quarterly commission, annual leave entitlement, outpatient and dental benefits,group hospitalization and surgical, personal accident and term life insurance, etc.

Unlock job insights

Salary match Number of applicants Skills match

Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? Which of the following types of qualifications do you have? How many years' experience do you have as a Contact Centre Team Leader? Have you worked in a call centre before? Which of the following Microsoft Office products are you experienced with? How many years' experience do you have in the insurance industry? How many years of people management experience do you have?

Hong Leong Assurance Berhad (HLA) is one of the largest insurance companies in Malaysia. It is a well-established and respected Malaysian brand offering financial planning and protection solutions to meet the various needs of Malaysians at different cycles of their lives. Commitment to the customer is the key to HLA's success, where service is provided through a large network of branches, agents and brokers throughout the country as well as bancassurance and alternative distribution channels.

HLA began as a General Insurance business under the name of Malaysia Pacific Insurance Berhad in 1972. The Life Insurance business was added into its portfolio a year later. In December 1982, Hong Leong Assurance Sdn Bhd, a composite insurance company was formed eventually acquiring the entire General and Life business of Malaysia Pacific Insurance. Today, HLA is a subsidiary of HLA Holdings Sdn Bhd (HLAH), which is wholly-owned by Hong Leong Financial Group Berhad (HLFG), the financial services arm of Hong Leong Group Malaysia.

Pursuant to a strategic partnership, in October 2010, HLA merged its General Insurance business with MSIG Insurance (Malaysia) Bhd (MSIM). Concurrently, HLAH took a 30 percent equity interest in MSIM and Mitsui Sumitomo Insurance Company Limited (MSI) took a 30 percent equity interest in HLA. Moving forward, the General Insurance business would be provided by MSIM, while the life insurance business would continue to be provided by HLA.

With the strategic partnership, HLA is poised to reach new horizons for its Life Insurance business. HLA is today one of Malaysia's leading domestic brands for financial planning and protection solutions, specializing in Life Insurance products and services.

HONG LEONG FINANCIAL GROUP

Hong Leong Financial Group is a leading provider of financial services through the subsidiaries and associate companies of Hong Leong Financial Group Berhad.

The Group's Financial Services companies provide a broad spectrum of financial services - banking, treasury, insurance, fund management, investment banking, capital markets and stock-broking throughout Malaysia, Singapore, China, Hong Kong and Vietnam. Based in Kuala Lumpur, our products and services are distributed via a diverse range of distribution channels.

Our vision is to be an integrated services group that consistently meet our customers' financial and investment needs. Our goal is to become a leader in the financial services industry, a leader in each of the market that we operate in.

HONG LEONG GROUP MALAYSIA

Hong Leong Group is a leading conglomerate based in Malaysia with diversified businesses in manufacturing and distribution, financial services, property development & investment, and hospitality & leisure. The Group today controls 13 listed companies in various stock exchanges with over 500 operating subsidiaries and associate companies around the world. Now forty years in operation, the Hong Leong Group has successfully entrenched its brands deeply in the communities where it has a presence - in its home base Malaysia to the rest of Asia, in Western Europe and the UK, in North America and in Oceania.

HONG LEONG ASSURANCE BERHAD

Hong Leong Assurance Berhad (HLA) is one of the largest insurance companies in Malaysia. It is a well-established and respected Malaysian brand offering financial planning and protection solutions to meet the various needs of Malaysians at different cycles of their lives. Commitment to the customer is the key to HLA's success, where service is provided through a large network of branches, agents and brokers throughout the country as well as bancassurance and alternative distribution channels.

HLA began as a General Insurance business under the name of Malaysia Pacific Insurance Berhad in 1972. The Life Insurance business was added into its portfolio a year later. In December 1982, Hong Leong Assurance Sdn Bhd, a composite insurance company was formed eventually acquiring the entire General and Life business of Malaysia Pacific Insurance. Today, HLA is a subsidiary of HLA Holdings Sdn Bhd (HLAH), which is wholly-owned by Hong Leong Financial Group Berhad (HLFG), the financial services arm of Hong Leong Group Malaysia.

Pursuant to a strategic partnership, in October 2010, HLA merged its General Insurance business with MSIG Insurance (Malaysia) Bhd (MSIM). Concurrently, HLAH took a 30 percent equity interest in MSIM and Mitsui Sumitomo Insurance Company Limited (MSI) took a 30 percent equity interest in HLA. Moving forward, the General Insurance business would be provided by MSIM, while the life insurance business would continue to be provided by HLA.

With the strategic partnership, HLA is poised to reach new horizons for its Life Insurance business. HLA is today one of Malaysia's leading domestic brands for financial planning and protection solutions, specializing in Life Insurance products and services.

HONG LEONG FINANCIAL GROUP

Hong Leong Financial Group is a leading provider of financial services through the subsidiaries and associate companies of Hong Leong Financial Group Berhad.

The Group's Financial Services companies provide a broad spectrum of financial services - banking, treasury, insurance, fund management, investment banking, capital markets and stock-broking throughout Malaysia, Singapore, China, Hong Kong and Vietnam. Based in Kuala Lumpur, our products and services are distributed via a diverse range of distribution channels.

Our vision is to be an integrated services group that consistently meet our customers' financial and investment needs. Our goal is to become a leader in the financial services industry, a leader in each of the market that we operate in.

HONG LEONG GROUP MALAYSIA

Hong Leong Group is a leading conglomerate based in Malaysia with diversified businesses in manufacturing and distribution, financial services, property development & investment, and hospitality & leisure. The Group today controls 13 listed companies in various stock exchanges with over 500 operating subsidiaries and associate companies around the world. Now forty years in operation, the Hong Leong Group has successfully entrenched its brands deeply in the communities where it has a presence - in its home base Malaysia to the rest of Asia, in Western Europe and the UK, in North America and in Oceania.

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