PHRN Team Lead

23 hours ago

Pasay, National Capital Region, Philippines EXL Service Philippines, Inc. Full time ₱900,000 - ₱1,200,000 per year

General Function:

  • Manage team handling Inbound Calls for policy servicing & updating client system with changes required for multiple insurance policies.
  • Support client's strategy by driving service excellence through effective management of an inbound customer contact centre team, across multiple brands and products

Essential Functions:

  • Manage teams and ensure Service Level and quality targets are met
  • Collaborate with client's Partnering Performance team to relentlessly deliver solutions that will serve evolving customer needs and drive an exceptional customer service culture
  • 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 such that 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 the 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, where required 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

Qualifications:

  • Must be a PHRN
  • At least two years experience as a supervisor in a BPO
  • Has a background in insurance accounts

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