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

Gratitude Inc

188 Views

1 year ago

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

1-4 Year(s)

Manila (Alabang Muntinlupa City)

Job Description

Key Skills

Insurance Skills bpo .Supervisor .Service Delivery

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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

Role

Customer Service Executive -Chat

Timings

Flexible (Permanent)

Industry

Banking / Financial Services / Broking

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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