Customer Service Sr. Analyst (Banking/Health/ Insurance)

Gratitude Inc

183 Views

18 hours ago

1-3 Year(s)

₱ 45 - ₱ 50K p.m

Job Description

Key Skills

Banking Insurance Team Leader Supervisor Skills Healthcare Insurance Customer Service Manager BPO Insurance

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We are Hiring!!!!

ROLES: SERVICE DELIVERY SENIOR ANALYST (Banking/Health/ Insurance)

LOCATION: Muntinlupa / Hybrid,Full Time

JOB DESCRIPTION:

Manages processes based on established performance standards, service & quality levels

Implement full adherence to existing tools used to measure performance (Productivity; Efficiency; Quality; Attendance; etc.)

Manages staff assignment based on business needs/capacity and builds capacity through resource planning and cross-training

Coaches team members on proper handling of transactions

Execute existing DR/BCP plans of the team

Execute/deliver output based on the project plan during migrations

Identifies staffing requirement and is involved in the hiring process ensuring suitably skilled individuals are hired

Manages and develops resources to take key positions such as Supervisor/Team Leader, Quality Auditor or Trainer. Executes career development plans for direct reports

Takes ownership in resolving and managing end-customer issues and negotiations

Manages internal updates/communication within the unit

Enforces compliance to company policies and effect disciplinary measures on violations

Initiate and implement process improvements

Leads projects/tasks that may be assigned from time to time

JOB QUALIFICATIONS:

College Graduate / Bachelors Degree

At least 12 months of experience in insurance account, 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 year Supervisory experience in the BPO industry.

Qualified candidates should forward their CVs to recruiter.c@fmragency.com using role title and location as subject mail.

Role

Service Delivery Leader

Timings

Rotational Shifts (Contract To Hire)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Operations / Customer Service / Telecalling

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