AVP/Manager – Call Center

  • Location:
  • Salary:
  • Job type:
  • Posted:
    4 weeks ago
  • Category:
  • Deadline:
    October 31, 2019

Report to: VP-Claims Operations


  • Managing all Call Center operations
  • Standardize Call Center as the one stop comprehensive solutions.
  • Monitor and improve service quality beyond client expectation.
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for upper management and client.
  • Provides staffs some advices for those encountered problems and reports to supervisor immediately for those unsolved problems.
  • Analyst call and case statistic for client to develop and enhance quality and service to be effectively.
  • Manage customer service and call center teams to meet KPI standards.
  • Maintaining good relationships with both customers and business partners.
  • Retrieves and analyses personal KPIs for performance analysis and plans for achieving those set up objectives.
  • Generates a creative work process once a year.


  • A bachelor degree in any field.
  • At least a 3-year of insurance experience.
  • Be creative and good communicator.
  • Be patient and able to solve any immediate problems.
  • Be skilled in Microsoft Office.
  • Be responsible for all assigned duties.
  • Good command of written and spoken English.
  • Be enthusiastic in learning and developing.
  • Be honest and service-minded.