Customer Contact Centre Associate Manager

The Contact Centre Associate Manager is tasked to lead a team of 24/7 contact centre executives that handles the following customer channels – Hotline, Chat, Email and Social Media. The Contact Centre Associate Manager ensures that the team achieves their goals in relation to, but not limited to the following:

1. Quality Assurance
2. Attendance and punctuality (including reporting to office)
3. Voice of the Customer
4. First call resolution
5. Schedule adherence
6. Conversion rate
7. Productivity

The Contact Centre Associate Manager is expected to provide guidance, coaching and mentoring to the CCEs whilst managing the queue, answer rates and service level agreements as agreed upon during goal setting. The role is also responsible for improving employee engagement, which is measured yearly using the official engagement survey utilized by FWD.

This role may also be included in different internal projects that would improve customer experience, as well as process and systems utilized in the contact centre. The Contact Centre Associate Manager should also provide recommendations for improvement based on current pain points experienced by the team for continuous improvement.