Contact Centre Manager

Contact Centre Manager – Allianz Insurance Singapore Allianz Insurance Singapore (AIS) is a leading general insurance provider in the region and seeks an experienced Contact Centre Manager to lead our inbound customer service and outbound telemarketing operations. The Contact Centre Manager is responsible for leading and managing both inbound customer service operations and outbound telemarketing functions. The role ensures service excellence, drives sales performance, and enhances customer experience while maintaining operational efficiency and team engagement. Key Responsibilities • Team Leadership & People Management – Lead, coach, and develop team leaders, customer service representatives, and telemarketers to achieve high performance and engagement. • Set clear performance expectations and KPIs aligned with business goals and customer outcomes. • Conduct regular performance reviews, coaching sessions, and team huddles, using data‑driven insights to improve individual and team effectiveness. • Foster a positive, accountable, and customer‑focused team culture that promotes retention and continuous development. • Customer Service Operations – Oversee daily inbound operations to meet or exceed service level targets such as SLA, abandoned rate, CSAT, and NPS. • Take ownership of escalations and complex customer issues, exercising sound judgement and problem‑solving to ensure timely and effective resolution. • Drive continuous improvement in customer experience through journey optimisation, quality initiatives, and root‑cause analysis. • Ensure strict adherence to company policies, regulatory requirements, and quality standards. • Telemarketing & Sales Performance – Lead outbound sales and telemarketing operations to achieve revenue and conversion targets. • Develop and implement effective calling strategies, campaigns, and sales approaches aligned to business objectives. • Monitor lead management, follow‑ups, and pipeline performance to maximise results. • Collaborate with internal stakeholders to refine product offerings, sales scripts, and customer propositions. • Performance Management, Reporting & Analytics – Track, analyse, and report key operational and sales metrics and translate data into actionable insights. • Oversee workforce planning, forecasting, and scheduling to balance service quality, productivity, and cost efficiency. • Process Improvement & Strategic Execution – Identify operational gaps, risks, and inefficiencies, implement sustainable process improvements, and support digital transformation initiatives. • Align contact centre strategies with broader business goals, demonstrating strategic thinking and execution capability. • Stakeholder Management & Collaboration – Act as the key contact for internal stakeholders such as Finance, Marketing, Operations, and Underwriting on contact centre matters. • Provide clear communication, insights, and updates on performance, risks, and improvement initiatives. • Support cross‑functional projects and initiatives, contributing operational expertise and leadership. Qualifications & Skills • Proven experience in the insurance or financial services sector. • Knowledge of and exposure to contact centre technologies. • Background in driving process improvement and implementing initiatives. • Bachelor’s degree in Business, Management, or a related field. • Minimum 10 years of experience in contact centre operations, including at least 3 years in a leadership role. • Must hold COMGI, BCP, PGI, and HI certifications. • Proven experience managing both customer service and outbound sales/telemarketing teams. • Strong understanding of contact centre KPIs, workforce management, and reporting tools. • Excellent leadership, communication, and stakeholder management skills. • Results‑driven with strong analytical and problem‑solving abilities. • AI skills such as ChatGPT and Microsoft CoPilot considered an advantage. Equal Opportunity Allianz welcomes applications from all backgrounds regardless of ethnicity, cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristic protected under applicable local laws and regulations. #J-18808-Ljbffr