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Todas las ciudades
Ha Noi
Acuerdo de trabajo
Tiempo completo
Esquema de Trabajo
Presencial
Asistencia de reubicación disponible
No
Fecha de publicación
18-Jun-2025
ID del trabajo
9956

Descripción y requisitos

Overall managing Call Centre team to provide excellent services to customers and sales forces.

Providing Customer Services excellence and high quality to meet the objectives of the Corporate and company’s goals

  • Principal Responsibilities: 
    • Manage Contact Center team in implementation of relating strategies, policies and processes, and workflows to ensure smooth operation of business and maximization of excellent service values to customers and company.
    • Supervise Contact Center team in daily transactions of Inbound calls, Outbound calls (Welcome Call, Retention call, Conservation call), customer complaint handling, SMS, corporate emails, acknowledgement letter management… to ensure service standards and compliance.
    • Monitor the functional plans and relating KPI performance that deliver reduced relating unit and overall costs and process improvement on an ongoing basis, fully comply with internal and regulatory regulations.
    • Monitor the functional performance in Transactional Net Promoter Score (TNPS) improvement and co-operate with external service provider(s) to implement TNPS for Contact Center touch points, 
    • Delegate, coaching and support staffs in performing their daily tasks.
    • Define requirements for Contact Center system enhancement/development to support the operation more effectively. Cooperate with IT in business requirement finalizing and UAT execution.
    • Perform periodical First Line of Defense (FLOD) case review on Contact Center transactions and propose solutions for service recovery and continuous improvement plan.
    • Prepare management reports and statutory reports relating to Contact Center.
    • Train and develop Contact Center staffs.
    • Other tasks required or assigned by Managers
  • Knowledge/Skills/Competencies Required:
     
    • University Degree of Economic, Commerce
    • At least 3 years experience in Customer Service/ Life Insurance
    • Good interpersonal and leadership skills with visionary traits
    • Ability to communicate a vision and lead, guide, motivate team members towards the achievement of goals, business objectives and service standards,
    • Has initiative and drive to constantly review and enhance workflows of section to maximize operational effectiveness,
    • Customer oriented 
    • Proficient in Vietnamese (oral & writing), advanced English skills 
    • Knowledge in computer software and using computer system (OS Office). Experience in Customer management system and system testing are preferred.
    • Meticulous, organized and able to work under tight deadline and pressure,
    • Highly committed and self-motivated
About MetLife

Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies" and Fortune World’s 25 Best Workplaces™ for 2024, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we’re inspired to transform the next century in financial services. 
At MetLife, it’s #AllTogetherPossible. Join us!