Customer Service Sr. Analyst (Banking/Health/ Insurance)
Muntinlupa, National Capital Region
Posted yesterday
- Company:
- RecruiterPH
- Company Description:
- Recruiter PH provides recruitment solutions for both contract and permanent positions across a wide range of business skill sets, from graduate entry-level to a professional level. The recruitment consulting service is backed by replacement guarantees if the candidate cannot pass prohibition or the hire is unsuccessful.
- Contract Type:
- Full Time
- Experience Required:
- 5 to 10 years
- Education Level:
- Bachelor’s Degree
- Gender:
- Any
- Number of vacancies:
- 1
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