Customer Service Senior Analyst

1 week ago


Ayala Alabang, National Capital Region, Philippines RecruiterPH Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Senior Analyst to join our team at RecruiterPH. The ideal candidate will have a strong background in insurance account management and a proven track record of success in the non-BPO financial sector.

Key Responsibilities
  • Manage processes based on established performance standards, service, and quality levels
  • Implement full adherence to existing tools used to measure performance (Productivity, Efficiency, Quality, Attendance, etc.)
  • Manage staff assignment based on business needs/capacity and build capacity through resource planning and cross-training
  • Coach team members on proper handling of transactions
  • Execute existing DR/BCP plans of the team
  • Deliver output based on the project plan during migrations
  • Identify staffing requirements and be involved in the hiring process to ensure suitably skilled individuals are hired
  • Manage and develop resources to take key positions such as Supervisor/Team Leader, Quality Auditor, or Trainer
  • Execute career development plans for direct reports
  • Take ownership in resolving and managing end-customer issues and negotiations
  • Manage internal updates/communication within the unit
  • Enforce compliance to company policies and effect disciplinary measures on violations
  • Initiate and implement process improvements
  • Lead projects/tasks that may be assigned from time to time
Requirements
  • College Graduate/Bachelor's Degree
  • At least 12 months of experience in insurance account management, and/or 12 months work experience in the non-BPO financial sector (Personal Insurance, Personal Banking, Investment, Wealth Management, or Medical Insurance)
  • At least 3 years of Supervisory experience in the BPO industry


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