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

Gratitude Inc

474 Views

16 hours ago

3-5 Year(s)

₱ 35 - ₱ 40K p.m

Taguig

Job Description

Key Skills

bpo .Supervisor .Insurance .Service Delivery

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Position Title: Service Delivery Senior Analyst (Insurance)

Parallel Job Title: Customer Service Sr. Analyst (Banking/Health/ Insurance)

Location: Muntinlupa / Hybrid

Full Time

Shift - Not disclosed to be discussed in the interview process

Salary - Not disclosed to be discussed in the interview process [Please source candidate with salary expectation of not more than 50k]

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 / Bachelor’s 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

Role

Manager -Customer Service

Timings

Flexible (Permanent)

Industry

Banking / Financial Services / Broking

Work Mode

Hybrid

Process

Voice

Functional Area

ITES / BPO / Customer Service

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