Customer Contact Centre Associate Manager

Job description:

The Contact Centre Associate Manager is tasked to lead a team of 24/7 contact centre 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.

This role may also be included in different internal projects that would improve customer experience, as well as process and systems utilized in the contact centre. The Contact Centre Associate Manager should also provide recommendations for improvement based on current pain points experienced by the team for continuous improvement.

Education & Experience:

Applicant should be a college graduate

Knowledge in insurance and contact centre operations is a must

LOMA ACS, ALMI and FLMI is a plus

Applicant should have at least 3 years leading contact centre agents dealing with insurance, financial services products or equivalent industries.

PRIVACY NOTICE FOR JOB APPLICANTS

FWD Life Insurance Corporation (FWD) collects and processes your personal data in connection with its recruitment and hiring process. This Privacy Notice applies to job applicants, prospective candidates, and participants in recruitment programs only.

We may collect and process the following personal data you voluntarily provide when you apply for a role:

• full name
• address
• email address
• contact details
• marital status
• date and place of birth
• gender/sex
• education and work history
• Photos images and/or video recordings
• background investigation or screening result
• government‑issued IDs and numbers (e.g. SSS, PhilHealth, TIN, passport, HDMF)
• information provided during job applications and interviews
• pre-employment medical examination results and competency assessment results
• Other information provided during recruitment process

We process only the personal data that is necessary and relevant to support our recruitment and hiring process, including evaluating candidates, maintaining recruitment records, contacting you regarding your application or future job opportunities, conducting required checks to assess suitability for the role, improving our recruitment processes, and complying with legal, regulatory and operational requirements.

If you accept an offer of employment, personal data collected during the pre-employment phase will form part of your personnel records and will be retained in accordance with FWD's Retention Schedule and applicable laws.

If you are not selected or do not accept an offer, we may retain and process your personal data for up to five (5) years, unless you request otherwise, to consider you for future employment opportunities.

Your personal data may be shared, on a need‑to‑know basis, with FWD's recruitment team, hiring managers, and authorized third‑party service providers, subject to appropriate safeguards. FWD implements physical, organizational, and technical measures to protect your personal data against unauthorized access, loss, theft, misuse, or disclosure.

Your Rights

You have the right to be informed, access, correct, or object to the processing of your personal data in accordance with the Data Privacy Act of 2012. For inquiries or to exercise your rights, you may send an email to [Confidential Information] or [HIDDEN TEXT]. You may also write to:

Data Protection Officer

FWD Life Insurance Corporation

19F W Fifth Building

5th Ave. cor. 32nd St., BGC,

1634 Taguig City, Metro Manila

DATA PRIVACY CONSENT

By proceeding, I confirm that:

• I have read and understood this Privacy Notice and consent to the processing of my personal data as described herein.
• I understand that providing personal data is voluntary, however, failure to provide the required information may result in the discontinuance of my application or engagement.
• All information I have provided is true, complete, and correct to the best of my knowledge, and I have not knowingly withheld any material information. I understand that providing false, inaccurate, or incomplete information may render me ineligible for the application or engagement.
• I understand that this Privacy Notice does not form part of any contract that may be entered into between me and FWD PH.
• I understand that my consent does not preclude the existence of other lawful bases for processing and does not waive any of my rights under the Data Privacy Act of 2012, its Implementing Rules and Regulations, and other applicable laws.