Strategic Team Lead

2 days ago

Cebu City, Central Visayas, Philippines beBeeCustomerService Full time
Job Description:

We are seeking a highly skilled and experienced Team Leader/Assistant Manager to join our team. In this role, you will be responsible for managing a team of professionals handling inbound calls for policy servicing and updating client systems with changes required for multiple insurance policies.

The ideal candidate will have a strong background in leadership and customer service, with excellent communication and problem-solving skills. You will be responsible for driving service excellence through effective management of an inbound customer contact center team, across multiple brands and products.

Responsibilities:

  • Manage teams and ensure Service Level and quality targets are met
  • Collaborate with partnering performance teams to deliver solutions that meet evolving customer needs and drive exceptional customer service cultures
  • Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
  • Monitor team performance and display a clear level of understanding of all performance reporting
  • Assist new hires to ensure they are productive on the floor in the shortest possible time frame
  • Provide coaching and feedback to team members to enable them to improve their performance
  • Provide inputs on process and system to team members
  • Manage the team's adherence to rostered schedules through real-time monitoring
  • Ability to manage difficult conversations, irate customers, and escalations
  • Client interaction at the level of supervisors
  • Effectively manage queue and balancing of work loads
  • Motivate team members, manage absenteeism, and attrition by building a resilient, engaged team, with a culture of innovation and continuous improvement
  • Leads and advocates change when necessary, supporting positive outcomes from change, including supporting the team through change

Required Skills and Qualifications:

Key Skills:

  • Knowledge of the function, process, and systems
  • Attention to detail while reviewing tasks/instructions, preparing monthly reports, reviewing process performance, etc.
  • Team management, coaching, and feedback ability
  • Excellent written and verbal communication
  • Knowledge of the Insurance industry
  • Excellent comprehension skills – read and interpret business requirements
  • Working knowledge of MS Office – MS Excel, PowerPoint, Word Doc, Outlook
  • Planning skills - ability to prioritize tasks and deliver per deadlines
  • Adherence to EXL and client policies, code of conduct
  • Efficient with Time management

Education Requirements:
Graduate with at least fifteen (15) years of education in any discipline
Work Experience Requirements:
Minimum 2-years' experience in Leadership role in BPO voice operations; Financial Service experience preferred

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