Customer Service Center Manager

4 weeks ago

Taguig, Philippines WTW Full time

Job overview

WTW, Manila/Taguig, National Capital Region, Philippines — Customer Service Center Manager

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WTW is an equal opportunity employer

The Role
  • Collaborate with U.S. based Service Center Manager to support ongoing client relationship, requirements and resolve escalated client issues as needed
  • Work with U.S. based Service Center Manager to provide reporting and trend information to clients, make recommendations to clients to improve service and efficiencies
  • Consult internally with other WTW colleagues in order to develop domain knowledge for benefits technologies to consult with clients and translate the requirements into call center system functionality.
  • Provide direct management to team members. Train, mentor and develop staff in the Service Center.
  • Perform ongoing feedback, reviews and participate in other people management activities
  • Assist associates with career development
  • Foster teamwork, positive morale, open communication and “make this a great place to work”
  • Drive consistent team methodology, process and deliverables
  • Ensure that standardized work processes, tools, and methodologies are being used to improve quality and profitability
  • Implement standardized work processes, tools, and methodologies within the group to improve quality and profitability
  • Balance workload and maximize utilization for the group
  • Resolve team/resource issues or elevate to service center leadership as needed
The Requirements
  • Strong customer services focus (minimum 4 years’ experience in Customer Service setting).
  • Working knowledge of health & welfare and/or defined benefit pension plans
  • At least 2 years’ experience with people management
  • Strong interpersonal skills particularly in resolving group management issues.
  • Demonstrate strong written and verbal communication, time management, and project organization skills
  • Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems; the ability to use several at the same time
  • Ability and desire to promote professional development of staff
  • Ability to motivate group members to initiate process improvements
  • Ability to learn new technologies and solve problems in a complex environment
  • Be available for extended work hours as needed
  • Demonstrate client service focus and flexibility in supporting client requests
  • Demonstrate commitment to quality and continuous improvement
  • Demonstrate a desire to learn and accept new challenges
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