Job Purpose

• Responsible for leading and developing (coaching) a team of minimum 10 CCEs to drive customer advocacy while meeting productivity and service level requirements. Achieves this by being available, reliable, and attentive for their CSRs and customers.
• Priorities:
  • Leadership:
    • Role model AXA values and core attitudes
    • Be Available, Reliable and Attentive to your CSRs and customers
    • Integrate and drive AXA’s contact centre best practices into your daily work practices.
  • Customer Advocacy: support agents with escalations call-backs, complaints, ICF etc.
  • Employee development, retention & engagement.
  • Productivity improvement.
• Develop and maintain strong working relationships you’re your peers, relevant support groups and internal partners.

Critical Accountabilities

Key Result Areas

Major Activities

Output

Challenges and Risks

• Operational Efficiency

• Works with WF team lead in real time monitoring to ensure we are meeting Service Level and Abandon rate targets in every interval.
• Monitor daily attendance of their teams and ensure minimal absenteeism and tardiness to ensure appropriate staffing daily.
• Ensure daily coaching and monitoring of calls to identify opportunities and create action plans to address them.
• Generate insights and performance review of each CCE
• Conduct pre/post shift huddles and team meetings to download information and review of previous day’s performance
• Daily game plan preparation and end of day updates on coaching and SBS.
• People/HR administration including timekeeping.
• Ad Hoc activities (recruitment and onboarding for CCE’s)

• Service Level target of 85%
• Abandon Rate target of 5%
• AHT of 9 minutes
• Absenteeism target of 5%
• Coaching compliance of 90%
• Coaching effectiveness of 80% through Pulse Survey

• Erratic call volume due to internal and external factors such as system and process issues
• Coordination and getting the support of key stakeholders from other business units in addressing process gaps

CCE Support and Development

Customer Satisfaction

• Analyze and review performance of FCR and provide solutions to reduce customer effort in resolving their concerns. Work with Continuous Improvement team and involved business units to enhance the internal processes and make it customer centric.
• Provide coaching to CCE’s who are not meeting the FCR and ICF scores through call listening and customer feedback.
• Work with Customer Care Manager and key stakeholders in executing the Customer Insight session effectively by producing root cause analysis, action plans, next steps and monitoring to measure success. Data will be coming from FCR, feedback from ICF comments and CXT scores.
• Ensures that soft complaints are logged, monitored, and addressed within the given TAT. Work with stakeholders in improving the escalation procedures in closing all cases with resolution in a timely manner.
• Ensures that all escalated concerns of customers are resolved in a timely manner.
• Provide more facetime with CCE through team huddle, meeting, and side-by-side monitoring.
• Take escalated calls when needed and ensure promised callbacks and follow through on customer follow-ups.
• 4 hours of phone time monthly or 1 hour per week.

• FCR target of 86%
• ICF target of 85%
• CXT target of 81%
• Reduction of soft complaints by 10%

• Erratic call volume due to internal and external factors such as system and process issues, increase in customer base. Team leaders will have a hard time executing their tasks and coaching if we are not meeting Service Level and Abandon Rate daily.
• Team leaders should only focus on coaching and development of their CSR’s 80% of their time

• Employee Engagement

• Ensures operating routines are executed daily through team huddles and scheduled coaching.
• Motivate and rally team the team to nominate their best calls with commendations for the Voice of AXA award.
• Share daily and weekly plans with actions for their team specifically on challenged CCE’s.

• Coaching Compliance
• Pulse Survey (eNPS)
• Voice of AXA

Key Decisions/Dimensions

Decisions

Quantifiable Data Related to Job

• Set team and individual goals and KPI to drive performance and achieve targets
• Daily operating routines that will have impact to business and metrics
• Recommend course of action to Customer Care Manager

• Service Level
• Abandon Rate
• FCR (First Contact Resolution)
• ICF (Instant Customer Feedback)
• NPS
• Complaints Reduction
• CXT
• Number of direct reports: 10 minimum

Educational Qualifications

Relevant Experience

• Graduate of any 4-year-course preferably business or finance course

• Minimum 3 years’ experience as a Customer Care Supervisor handling a minimum of 10 team members; preferably in a Financial or Insurance Industry

Personal Characteristics/Behaviors

Other Requirements

• Team leadership
• Knowledgeable in the insurance industry
• Analytical skills to make sound decisions
• Customer centric attitude
• Detail oriented
• Highly organized

• Proficient in MS Office applications
• Communication Skills (oral and written)
• Presentation/Facilitation Skills
• Analytical Skills