Manager, Call Center

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves more than 38 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit

FWD Vietnam was established in 2016 and is a member of FWD Group.For more information, please visit

PURPOSE:

Responsible for leading and overseeing daily operations of the Call Center Inbound team to ensure service excellence, operational efficiency, and high customer satisfaction. This role drives performance management, team capability development, and continuous improvement initiatives aligned with customer experience transformation goals

KEY ACCOUNTABILITIES:

• Oversee day-to-day call center operations (Inbound call, Email, live chat, zalo,… or assigned functions) to ensure service levels and productivity targets are achieved
• Ensure team provide sufficient/value solution to Customer in the 1st call
• Improve continuously customer-centricity mindset for every CRM staff, throughout any activities
• Monitor real-time performance and workforce utilization to optimize resource allocation.
• Monitor team performance and service metrics (Abandonment rate, First call resolution, Average handling time, QC…) and take corrective actions when needed.
• Coordinate with relevant departments to resolve outstanding cases and improve response quality.
• Lead, coach, and develop Inbound team members to build a high-performing team
• Foster a customer-centric culture and strong employee engagement
• Work closely with Quality Management teams to improve service standards and reduce complaints.
• Other tasks as assigned by the Line Manager.

QUALIFICATIONS / EXPERIENCE

• University Graduation
• Economics, Banking, or Finance is preferable
• 6-8 years of working experience in Customer Services or Operations of Life Insurance industry Minimum 2 years experience in team management.

KNOWLEDGE & TECHNICAL SKILLS

• Having good Customer Service mindset
• Effective communication and management skills
• Highly committed, well-organized, patient, and diligent
• Able to deliver works under tight deadlines and heavy pressures
• Strong leadership
• Having teamwork spirit