he purpose of the Contact Centre Manager role in CIGNA is to manage the day to day operations of the Contact Centre which has first point of contact with CIMT and CIPCL customers. The role is critical to assuring customers satisfaction and good impressions with the companys services. They are also responsible for complaint handling to settle with customer and improve customer satisfaction.
Formulate and implement customer services related strategies and direction
Build standard Operating Procedure (SOP) and ensure the workflow of the department runs smoothly and efficiently
Ensure Service Level Agreement with both external and internal parties are delivered
Manage Service to Sales
Manage cancellation both inbound and outbound calls
Manage collection/ reminder team to ensure prompt follow up of billing failures
Win Back Management
Forecast call volume, calls lists and do workforce/resource planning base on it
Maintain good relationship with both Customers and Business Partners
Ensure management of complain handling is efficient and achieve customer satisfaction and OIC requirement
Coordinate with other departments in order to maintain a persistent improvement in customer services
Assist other departments in product and service promotion
Monitor and develop staff performance and skills : train, develop and monitor staffs skill and performances
Report on SLA, cancellation-retention, service to sales and win back results
Others as assigned