Program Director of Operations
6 days ago
Job Title:
Program Director of Operations (BPO - Insurance / Travel Vertical)
Skills:
Strategic planning and execution of business operations
Experience:
Overall work experience of 8-10 years with at least 2 experience in a Director or equivalent role with background in BFSI/Customer Service Program in a BPO setting; should have handled a team of 500 to 1000 agents; hardcore operations experience is a must; experience managing accounts with CSAT/NPS/AHT
Location:
Alabang, Muntinlupa
We at Coforge are hiring a Director of Operations with the following skillset
- Understands and takes action on NPS, AHT, and other critical metric for the vertical.
- Non-life insurance operations experience in specified or comparable area preferred.
- Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management.
- Utilizes a high degree of independence and problem solving.
- Assists in formulating and implementing changes in policies and procedures that impact not only the collection department but other areas within the organization as well.
- Strong customer service orientation.
- Excellent verbal and written communication skills.
- Must be an expert in call center functions, processes and procedures and systems.
- Strong staff development skills and leadership ability.
- Ability to lead a high-performance customer focused team.
- Strong analytical skills, and decisive decision-making skills.
- Ability to multi-task and be flexible.
- Excellent organization and project management skills.
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