Team Lead

11 hours ago

Taguig, Philippines Principal Global Services Full time

Team Lead - Customer Care Join to apply for the Team Lead - Customer Care role at Principal Global Services Responsibilities Manage a group of Customer Care Analysts. Monitor key performance indicators (KPIs), conduct performance reviews, and provide coaching to improve agent skills. Manage the stakeholder expectation to support the operations from PGS procedures, and state & federal regulations to make appropriate, accurate, and timely decisions. Monitor call volumes, manage daily workloads, and ensure the team adheres to company policies and service level agreements (SLAs). Ensuring the Reporting in terms of team & individual training progress to superiors. Communicates strategy, company goals and deadlines to team. Motivate team members and assesses performance. Communicates concerns and policies among management and team members. Responsible for effective stakeholder management, new migrations, customer satisfaction, operational risk management and for building the culture of innovation and process simplification. Design, develop, coordinate, and conduct large or small-scale training programs required for individuals and teams. Responsible for reviewing new business, emails, processes, financial plans, analyzing products, and communicating with our Group Disability Team Managing the training & mentoring as per the business requirements. Maintain comprehensive knowledge of STD claims products and services offered by B&P Group Disability Team Handle escalated customer issues and complaints Provide coaching and development to team members Qualifications PH Registered Nurse with a minimum of 2 years of Leadership experience or Non-PH Registered Nurse with 3-5 years solid experience in healthcare insurance Strong leadership and people management abilities Excellent communication and interpersonal skills Decision-making and problem-solving capabilitiesExperience with claims management systems Bachelor's degree preferred Project management skills Seniority level Mid-Senior level Employment type Full-time Job function Information Technology #J-18808-Ljbffr

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