Contact Center Team Leader

Job Description

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

The Team Lead is primarily responsible for the day to day operations of the program according to the scope of work and service level requirements. Duties include hiring, managing performance and developing strategic approaches to act on any identified needs. Aside from providing support, motivation, coaching and development to direct reports, this role also evaluates and implements company policies and procedures.
This function must determine long range goals and objectives to meet business operation expectations and is accountable for coordination and cooperation with the onshore and offshore management.

Responsibilities:

• Manage the team’s day to day operation to ensure that SLA is met
• Handle escalations on a timely manner
• Conduct recruitment and hiring of CSRs
• Assist in workforce management duties such as schedule and leave management
• Review team performance and provide corrective action plan/s – perform 1:1 coaching, provide support, motivation and development of staff
• Review, collect, and summarize quality control and business reports
• Assists in conducting a regular training needs analysis for personal and professional development of the staff
• Identify opportunities for process improvement recommendations
• Partner with HR with regard to any payroll and disciplinary measure concerns
• Facilitate meetings to disseminate announcements, discuss policies and calibrate process
• Assist immediate supervisor in coordinating team resources, monitoring team activities, and preparing reports

Qualifications:

• Candidate must have a bachelor's degree (4 or 5 years degree course)
• Must have at least one year tenure in their current position (internal)
  • Note: For JHRPS SCS team, applicant must be at least one year tenure as a S/CAR
• Should not have any attendance issues or disciplinary action for the past 12 months
• Must meet job expectations and pass all performance metrics in his/her current unit
• Have shown commitment to continuous learning - completion of any skills development training (Presentation skills, Business Writing, etc)
• Participation in any development or implementation of business improvement initiatives
• Successfully completed at least one leadership development program (SUM, Leap to Lead, etc)

Competencies:

• Solid people handling skills including recruiting, performance management and staff development
• Excellent organizational and time management skills
• Effective communication, interpersonal, influencing and negotiation skills
• Ability to work independently and efficiently in a team oriented, high demand and fast paced environment
• Ability to problem solving and decision making skills
• Strong relationship and client management skills
• Professional attitude and client service orientation; collaborative and results-oriented

If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers. As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife is an equal opportunity employer. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.