Contact Center Lead, Customer Care

The Contact Center Lead plays a pivotal role in Manulife’s Unassigned Customer Management (UCM) program by leading and guiding the outbound CSR team to deliver exceptional service to customers without an assigned Financial Advisor. This role ensures operational excellence, compliance, and customer satisfaction through proactive oversight, coaching, and performance management.



By managing structured outbound campaigns and ensuring quality after-sales servicing, the Lead safeguards policy persistency, strengthens customer trust, and drives retention. Beyond team management, the Lead partners with cross-functional stakeholders to optimize processes, reinforce compliance, and continuously improve customer experience. Ultimately, this position is a leadership function that ensures the UCM program consistently delivers world-class service and contributes directly to Manulife’s retention strategy.



**Position Responsibilities:**



**PRINCI...