Assistant Manager, Contact Center

Job Duties

• Responsible for the day-to-day supervision of a team of customer service representatives at a Contact Center that handle customer inquiries via various channels (telephone e-mail web etc.)

• Provides direction and guidance to the team members and recognizes and recommends areas for improvement

• Coordinates work activities to achieve the volume expected to meet operational requirements

• Responsible for the adherence of organizational policies and procedures

• Responsible for service delivery against agreed SLAs and Metrics including reporting requirements

• Undertake business projects and initiatives when required

• Stakeholder management across various business functions to ensure campaigns resourcing training partners etc. activities are all aligned

Job Requirements

• Bachelor degree with over 3 years experience in insurance/financial services industry and/or call center with strong focus on customer service

• Proven leadership skills in managing and developing a team of customer service representatives

• Possess a growth and transformation mindset with proven track record of driving change and delivering high quality customer service

• Strong communication and interpersonal skills with the ability to effectively interact with customers colleagues and senior management

• Good analytical and problem-solving abilities with strong attention to detail

• Qualified license of IIQE 1 and 2 is a plus

• Proficient in spoken & written English & Chinese including Putonghua

At AIG we value in-person collaboration as a vital part of our culture which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG our people are our greatest asset. We know how important it is to protect and invest in whats most important to you. That is why we created our Total Rewards Program a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health wellbeing and financial securityas well as your professional developmentto bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the worlds most far-reaching property casualty networks. It is an exciting time to join us across our operations we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG you can go further to support individuals businesses and communities helping them to manage risk respond to times of uncertainty and discover new potential. We invest in our largest asset our people through continuous learning and development in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

Were committed to creating a culture that truly respects and celebrates each others talents backgrounds cultures opinions and goals. We foster a culture of inclusion and belonging through learning cultural awareness activities and Employee Resource Groups (ERGs). With global chapters ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIGs greatest assets and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race color religion age gender gender expression national origin veteran status disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation please send an email to .