Execute recruitment plans for telemarketing positions in contact centre.
Handle full process of recruitment.
Identify and develop multi channels of recruitment to support the contact center’s growing needs.
A recognized degree with at least 2-3 years’ of relevant working experience.
Strong communication and interpersonal skills.
Able to work independently as well as in a team environment.
Design, plan, organize and conduct training for Team Leaders and Telemarketers in outbound contact centre.
Monitor, evaluate and record training activities and program effectiveness.
Organize and develop training procedure manuals and training materials such as handouts and visual materials.
Conduct and analyze training needs.
Degree holder with at least 2 years related experience in insurance, financial industry and/or contact centre.
Good team building and interpersonal skills.
Excellent communication and presentation skills.
Knowledge of Chinese dialects would have an added advantage.
Associate, Campaign Planning & Implementation
Work with business units who have needs in utilizing the services of Outbound Contact Centre.
Manage and ensure programs / telemarketing campaigns that are initiated by business units are properly planned and implemented so that objectives are met.
Proactively seek feedback to facilitate improvements in sales, service, operations efficiency and customers’ satisfaction.
Create effective scripting and learn about customers' buying behaviors.
Ensure accurate and timely submission of all reports to the relevant parties within required deadlines.
Degree holders with 2 years' relevant working experiences in sales campaign management preferably in financial services. Preference given to those with experience in driving telemarketing programs i.e. drafting scripts, procedures and / or telemarketing operations.
Prepare accurate daily and monthly telemarketing team performance reports on timely basis.
Verify and ensure timely submission and accuracy of the monthly sales team incentives payment and claw back.
Review and ensure the incentive payments and claw back process are adequate and enforced effectively.
Prepare and reconcile monthly billing for respective business units.
Monitor the individual telemarketing campaign's actual performance in accordance with company guidelines.
Assist to exercise proper control in operating and budgetary costs.
Assist to carry out ad-hoc projects in a professional manner as and when required.
Degree / Diploma holders with minimum 1 year working experience in accounting and / or administration task.
Good interpersonal skills and able to communicate with people at all levels.
Responsible for developing business requirement gathered from end users.
To ensure system enhancements and process automation are in place to improve and streamline overall Outbound Contact Centre operation.
To coordinate with IT and users in others business units to ensure smooth interface between Outbound Contact Centre application and other business applications.
Accountable for technical aspects of end-to-end solution delivery, deployment, system integration and Acceptance Testing and Functional testing.
To document business processes into flowcharts, User Guide and SOPs (standard operating procedure).
University Graduate with minimum 2 years of working in the related field.
Experience in working with CRM application and database management system such as SQL Server, MySQL or any other call centre tools/systems.
Familiar with IT Project documentation such as Project Plan, Business Specification, Technical Specification, Test Plan, Accessibility/User Matrix etc.
Think you’re right for the job and looking forward for a career with AIA Bhd.?