Team Lead

5 days ago

Taguig, Philippines Principal Global Services Full time

Be among the first 25 applicants Responsibilities Manage a group of Short-term Disability Analysts Monitor key performance indicators (KPIs) and conduct performance reviews, and provide coaching to improve agent skills Manage stakeholder expectations to support 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) Ensure reporting on team and individual training progress to superiors Communicate strategy, company goals and deadlines to the team; motivate team members and assess performance Communicate concerns and policies among management and team members Be responsible for effective stakeholder management, new migrations, customer satisfaction, operational risk management and for building a culture of innovation and process simplification Design, develop, coordinate, and conduct large or small-scale training programs required for individuals and teams Review new business, emails, processes, financial plans, analyzing products, and communicating with the Group Disability Team Manage training and mentoring as per business requirements Maintain comprehensive knowledge of STD claims products and services offered by the B&P Group Disability Team Handle escalated customer issues and complaints Qualifications PHRN preferably with claims and contact center background Minimum of 2 years of leadership experience Strong leadership and people management abilities Excellent communication and interpersonal skills Decision-making and problem-solving capabilities Experience with claims management systems Project management skills Senioriry level Mid-Senior level Employment type Full-time Job function Information Technology Referrals increase your chances of interviewing at Principal Global Services by 2x Get notified about new Customer Care Team Lead jobs in Taguig, National Capital Region, Philippines. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr

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