Team Leader

2 weeks ago


Cebu, Philippines Cognizant Technology Solutions Philippines Inc. Full time
Job Title: Insurance Team Lead

**Job Summary:**

Lead a team of insurance associates to deliver exceptional customer experiences through excellent service quality, product knowledge, and investigation activities. Monitor calls to improve quality, minimize errors, and track team performance.

**Key Responsibilities:**

  • Monitor staff production and performance to meet performance goals, providing ongoing coaching and feedback.
  • Assist staff in resolving sensitive calls and answer complex telephone inquiries and escalations.
  • Identify and coordinate staff training needs to ensure uniform professional responses.
  • Plan and organize daily operations, including payroll processing and attendance review.
  • Analyze inquiry types to identify process improvement opportunities and develop educational material for staff.

**Requirements:**

  • Bachelor's degree in any field.
  • Minimum 1 year of supervisory experience in customer service or healthcare BPO environment.
  • Extensive knowledge of insurance contracts, medical, hospital, and dental procedures preferred.

**Success Criteria:**

  • Knowledge of Health Insurance Industry.
  • Planning and Organizational Skills.
  • Coaching/Counseling Skills.
  • Strong Interpersonal Skills and Professionalism.
  • Time Management Skills.
  • Ability to work under Minimal Supervision.
  • Excellent Analytical Skills.
  • Knowledgeable in BPO insurance tools and processes.
  • Strong performance management background.
  • Excellent decision making and problem-solving skills.

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