Specialist, Contact Center Lead

The Contact Center Team Leader oversees daily inbound and outbound contact center operations to ensure consistent, high-quality customer service. This role leads and coaches team members, monitors service and performance standards, manages escalations, and works with relevant departments to improve processes and customer experience.

Position Responsibilities:

• Lead and oversee the day-to-day operation of the contact center, including inbound and outbound activities, to ensure efficient service delivery.
• Monitor call volumes, staffing, queues, and workloads; allocate resources and adjust schedules to maintain agreed service-level agreements and response targets.
• Track individual and team performance against key performance indicators, including service level, response time, quality, productivity, attendance, and customer satisfaction.
• Provide regular coaching, feedback, and on-the-job support to improve team capability, engagement, and performance.
• Conduct call monitoring and quality reviews to ensure compliance with approved scripts, procedures, service standards, and regulatory requirements.
• Handle escalated customer inquiries and complaints professionally, coordinate timely resolution, and follow up with customers and relevant departments.
• Prepare operational reports; analyze performance trends, complaints, and service gaps; and recommend corrective actions.
• Coordinate with relevant teams to resolve system or process issues and identify opportunities to improve workflows and customer experience.
• Support recruitment, onboarding, training, shift planning, attendance management, and performance review activities.

Required Qualifications:

• Bachelor’s Degree or equivalent combination of education and work experience.
• Minimum 3 years of experience in a contact center or customer service environment, including at least 1 year in a team leader, supervisory, or senior support role.
• Experience managing daily operations, service levels, team performance, coaching, escalations, and operational reporting.
• Clear and effective verbal and written communication skills.
• Good listening, empathetic communication, organizational, and problem-solving skills.
• Good written, typing, and spoken English and Burmese language skills.
• Ability to work under pressure and adapt to new tools and technologies.

Preferred Qualifications:

• Experience in the insurance or financial services industry.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

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].

In Office