Job Description
Requirements
Bachelor's degree holder
Minimum 4 years experience in Customer Service setting; Strong customer service focus
At least 2 years experience of people management
Has handled a large number of Customer Service Representatives, Supervisors, and Trainer
Has an experience working in a healthcare industry
Working knowledge of health & welfare and/or defined benefit pension plans
Strong interpersonal skills particularly in resolving group management issues.
Demonstrate strong written and verbal communication, time management, and project organization skills
Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation, and Call Center systems; the ability to use several at the same time
Ability and desire to promote the professional development of staff
Ability to motivate group members to initiate process improvements
Ability to learn new technologies and solve problems in a complex environment
Be available for extended work hours as needed
Demonstrate client service focus and flexibility in supporting client requests
Demonstrate commitment to quality and continuous improvement
Demonstrate a desire to learn and accept new challenges
Amenable to working on a night shift schedule.
Amenable to work in a hybrid setup (2x WFH/week) in BGC, Taguig
Job Description
Responsible for day-to-day management of a group of Benefits Customer Services Representatives and Service Center Supervisors supporting assigned clients.
Responsibilities Include
Staffing and performance management
Training
Participant satisfaction
Meeting performance metrics
Also, responsible for contributing to improved processes or operational policies, developing consistent standards and work methodologies, and recommending changes to products and services to ensure clients and participants are satisfied. Uses experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others. Some degree of creativity and latitude is expected.
The preferred candidate will have a bachelor's degree and at least 4 years of experience in the HR/Benefits Administration or Call Center fields. Prior people management experience is required. Familiarity with a variety of HR/benefits concepts, practices, and procedures such as health and welfare administration, pension administration, HR self-service (IVR, web, etc.), and HRIS/Payroll is preferred.
This position may require some travel (including International).
The Role
Collaborate with U.S-based Service Center Manager to support ongoing client relationships, and requirements and resolve escalated client issues as needed
Work with US-based Service Center Manager to provide reporting and trend information to clients, make recommendations to clients to improve service and efficiencies
Consult internally with other company colleagues in order to develop domain knowledge for benefits technologies to consult with clients and translate the requirements into call center system functionality.
Provide direct management to team members. Train, mentor, and develop staff in the Service Center.
Perform ongoing feedback, and reviews and participate in other people management activities
Assist associates with career development
Foster teamwork, positive morale, and open communication and make this a great place to work.
Drive consistent team methodology, process, and deliverables.
Ensure that standardized work processes, tools, and methodologies are being used to improve quality and profitability
Implement standardized work processes, tools, and methodologies within the group to improve quality and profitability
Balance workload and maximize utilization for the group.
Resolve team/resource issues or elevate to service center leadership as needed.
