The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Senior Specialist, Customer Care with the resources to solve critical problems for the future of our business, which is why we need you.

The Senior Specialist, Customer Care will oversee and manage the activities of the outbound call center team. This includes ensuring that the team meets performance targets, adheres to company policies, and provides excellent customer service and he/she will also be responsible for training, coaching, and developing team members.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit
• You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
• You thrive in teams, and enjoy getting things done together
• You take ownership and build solutions, focusing on what matters
• You do what is right, work with integrity and speak up
• You share your humanity, helping us build a diverse and inclusive work environment for everyone

Position Responsibilities:

• Supervise a team of outbound call agents.
• Monitor daily activities to ensure adherence to performance standards and company policies.
• Schedule shifts and manage attendance.
• Track and analyze key performance metrics such as call volume, team performance, conversion rates, customer insight and customer satisfaction.
• Provide regular performance feedback and conduct evaluations.
• Conduct training sessions for new hires and ongoing training for existing staff.
• Develop and implement training programs to enhance the team’s skills and product knowledge.
• Ensure that all calls meet quality standards through regular call monitoring and feedback.
• Implement and maintain quality assurance processes.
• Prepare and present regular reports on team performance to senior management.
• Identify trends and areas for improvement.
• Ensure that the team provides exceptional customer service and resolves issues effectively.
• Handle escalated customer complaints and issues to the complaint coordinator on the timely manner.
• Keep the team informed about compliance requirements and updates.
• Identify and implement process improvements to increase efficiency and effectiveness.
• Stay updated on industry best practices and incorporate them into the team's operations.

Required qualifications:

• Bachelor’s degree or equivalent experience.
• Previous experience in a supervisory role within a call center environment.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and generate reports.
• Proficient in using call center software and tools.
• Strong problem-solving abilities.
• Knowledge of relevant regulations and compliance standards.
• Experience in the financial services or insurance industry.
• Familiarity with CRM systems.
• Certification in call center management or a related field.
• Fast-paced call center environment.
• May require occasional evening or weekend shifts depending on business needs

Our commitment to you

• Our mission; to be a part of making Decisions Easier and Lives Better
• A leadership team dedicated to your growth and success
• A bold ambition and set of goals to be a leader in driving transformation in our industry
• Our best. Every day.
• We are committed to be an equal opportunity employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age”.

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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