Customer Service Manager

Requirements

• Bachelors degree holder
• Minimum 4 years experience in Customer Service setting; Strong customer service focus
• At least 2 years experience with people management
• Has handled a large number of Customer Service Representatives Supervisors and Trainer
• Has an experience working in a healthcare industry
  • Working knowledge of health & welfare and/or defined benefit pension plans
• Strong interpersonal skills particularly in resolving group management issues.
• Demonstrate strong written and verbal communication time management and project organization skills
• Strong proficiency in the use of desktop and webbased computer applications including Microsoft Office (particularly Word and Excel) Database and Software programs Internet Navigation and Call Center systems; the ability to use several at the same time
• Ability and desire to promote the professional development of staff
• Ability to motivate group members to initiate process improvements
• Ability to learn new technologies and solve problems in a complex environment
• Be available for extended work hours as needed
• Demonstrate client service focus and flexibility in supporting client requests
• Demonstrate commitment to quality and continuous improvement
• Demonstrate a desire to learn and accept new challenges
• Amenable to working on a night shift schedule.
• Amenable to work in a hybrid setup (2x WFH/week) in BGC Taguig

Job Description:

Responsible for daytoday management of a group of Benefits Customer Services Representatives and Service Center Supervisors supporting assigned clients.

Responsibilities include:

• Staffing and performance management
• Training
• Participant satisfaction
• Meeting performance metrics

Also responsible for contributing to improved processes or operational policies developing consistent standards and work methodologies and recommending changes to products and services to ensure clients and participants are satisfied. Uses experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others. Some degree of creativity and latitude is expected.

The preferred candidate will have a bachelors degree and at least 4 years of experience in the HR/Benefits Administration or Call Center fields. Prior people management experience is required. Familiarity with a variety of HR/benefits concepts practices and procedures such as health and welfare administration pension administration HR selfservice (IVR web etc.) and HRIS/Payroll is preferred.

This position may require some travel (including International).

The Role

• Collaborate with U.Sbased Service Center Manager to support ongoing client relationships and requirements and resolve escalated client issues as needed
• Work with USbased Service Center Manager to provide reporting and trend information to clients make recommendations to clients to improve service and efficiencies
• Consult internally with other company colleagues in order to develop domain knowledge for benefits technologies to consult with clients and translate the requirements into call center system functionality.
• Provide direct management to team members. Train mentor and develop staff in the Service Center.
  • Perform ongoing feedback and reviews and participate in other people management activities
  • Assist associates with career development
  • Foster teamwork positive morale and open communication and make this a great place to work.
• Drive consistent team methodology process and deliverables.
  • Ensure that standardized work processes tools and methodologies are being used to improve quality and profitability
  • Implement standardized work processes tools and methodologies within the group to improve quality and profitability
• Balance workload and maximize utilization for the group.
• Resolve team/resource issues or elevate to service center leadership as needed.

Remote Work :

No