BPO Operations Support Team Lead | With Signing Bonus* (EH 912)

View: 103

Update day: 10-11-2023

Location: Pasig City National Capital Reg

Category: Other

Industry:

Salary: Negotiate

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Responsibilities:

Oversees customer service representatives whose primary function is to handle customer service inquiries via inbound calls
Acts as the staff’s first escalation point for all types of issues (people, process and technology)
Accountable for the overall skill/competency and development of his/her direct reports through performance coaching, mentoring and talent development efforts
Accountable for overall service level performance of associates according to established policies and business rules set by the client
Assists the Operations Customer Contact Manager in overall day to day operations through an effective monitoring and management of team performance
Responsible for maintaining contractual and regulatory compliance by knowing, understanding, correctly interpreting, and accurately applying requirements, regulations and standards. Reports suspected or confirmed issues on the same day of discovery to the manager and/or the Compliance Department
Responsible for ensuring staff’s understanding of contractual and regulatory requirements and reporting immediately all suspected or confirmed issues or concerns to a manager and/or the Compliance Department
Provides leadership, mentoring, and supervision of staff
Responsible for reporting known or suspected data breaches or fraud on the day of discovery to the Compliance Department, and for conducting follow up investigation as needed

Qualifications:

Bachelor’s degree holder
At least 5 years of experience in BPO industry
Must have a least 1 to 2 years of supervisory experience
Must have working knowledge in Telephony Systems & Technology
Business level fluency in both written and spoken English
Excellent computer navigation and data organizational skills with ability to learn new systems, tools, applications
Must have experience handling client escalations, troubleshooting problems and resolving customer issues from device, to billing, to service concerns
Working knowledge of Life and Disability insurance management process and ability to interpret and apply member contracts and benefits is an advantage

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