Customer Contact Centre Associate Manager

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves more than 38 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit www.fwd.com

About FWD Life Philippines 

FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.

For more information, please visit fwd.com.ph. 

1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital

2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent

The Contact Centre Associate Manager is tasked to lead a team of 24/7 contact center executives that handles the following customer channels – Hotline, Chat, Email and social media. The Contact Centre Associate Manager ensures that the team achieves their goals in relation to, but not limited to the following:
1. Quality Assurance
2. Attendance and punctuality (including reporting to office)
3. Voice of the Customer
4. First call resolution
5. Schedule adherence
6. Conversion rate
7. Productivity
The Contact Centre Associate Manager is expected to provide guidance, coaching and mentoring to the CCEs whilst managing the queue, answer rates and service level agreements as agreed upon during goal setting. The role is also responsible for improving employee engagement, which is measured yearly using the official engagement survey utilized by FWD.

The role is also expected to take in and resolve any escalated cases from our clients as forwarded by the contact centre executives and also deal with and handle customer issues directly if needed. The role should also be able to create a motivating work environment and be a proponent for employee learning and development.

The role is also expected to manage and maintain reports like contact centre interaction reports, VOC reports and the like.

This post is also expected to do workforce management tasks outlined but not limited to the following

• Leads forecasting and capacity planning across all channels by analyzing volumes, arrival patterns, and productivity to ensure SLA commitments are consistently met.
• Designs and manages agent schedules (shifts, breaks, leaves, OT, skill assignments) that balance service demand, employee fairness, and cost efficiency
• Monitors real-time and intraday performance, making quick staffing or activity adjustments (reassignment, OT, task shifting) to protect SLA, backlog aging, and customer experience.
• Produces operational insights and reports on adherence, utilization, backlog health, and productivity, proactively flagging risks and improvement opportunities to Operations leadership.

Privacy Notice

Your privacy is a priority for FWD.  The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.

FWD has partnered with Talocity Instasolutions Private Limited (“Talocity”) to manage the initial filtering of candidate’s profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform.  The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy.

When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process.  Shortlisted candidates will then be contacted by FWD for the face-to-face interview.