岗位重点工作职责：

客服呼入、呼出品质管理，制定团队培训计划、质检管理规则，提升团队客服水平； 负责整合和协调包括客户服务本部与外包资源，提升客户呼叫中心的运作效率； 负责对外包团队品质进行管理及持续监管； 协助主管持续完善公司客户服务中心相关规范性制度、业务流程，确保各项监管规定有效落实，推进客户服务相关工作有序进行； 负责热线复杂案件、接力单、营销员变更、VIP等日常工作的管理及分公司支持； 完成主管交办的其他工作；

岗位所需技能/能力/经验/教育背景

1.    本科以上学历；

2.    良好的英语听说读写能力；

3.    熟练使用office办公软件；

4.    保险金融行业，8年以上相关工作经验，有客户服务中心相关团队管理经验；

5.    逻辑思维能力强，敏锐的分析和解决问题的能力良好的沟通协调能力；

6.    主动积极，较强的学习能力和执行力；

7.    责任心强、承压能力强。

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

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