Team Lead

7 days ago

Taguig, National Capital Region, Philippines Principal Global Services Full time ₱900,000 - ₱1,200,000 per year

Responsibilities

  • Manage a group of Customer Care Analysts- STD Hunt Group.
  • Monitor key performance indicators (KPIs) like customer satisfaction (CSAT) and average handle time (AHT), conduct performance reviews, and provide coaching to improve agent skills.
  • Manage the stakeholder expectation to support the operations from PGS procedures, and state & federal regulations to make appropriate, accurate, and timely decisions.
  • Monitor call volumes, manage daily workloads, and ensure the team adheres to company policies and service level agreements (SLAs).
  • Ensuring the Reporting in terms of team & individual training progress to superiors.
  • Communicates strategy, company goals and deadlines to team. Motivate team members and assesses performance.
  • Communicates concerns and policies among management and team members.
  • Responsible for effective stakeholder management, new migrations, customer satisfaction, operational risk management and for building the culture of innovation and process simplification.
  • Design, develop, coordinate, and conduct large or small-scale training programs required for individuals and teams.
  • Responsible for reviewing new business, emails, processes, financial plans, analyzing products, and communicating with our Group Disability Team
  • Managing the training & mentoring as per the business requirements.
  • Maintain comprehensive knowledge of STD claims products and services offered by B&P Group Disability Team
  • Handle escalated customer issues and complaints
  • Provide coaching and development to team members

Qualifications
Required Skills/Qualifications:

  • Minimum of 2 years of Leadership experience.
  • Strong leadership and people management abilities
  • Excellent communication and interpersonal skills
  • Decision-making and problem-solving capabilities
  • Experience with claims management systems
  • Bachelor's degree preferred
  • Project management skills

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