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BPO Operations Team Lead (EH 912)

Description:

  • 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



Requirements:

  • Open to College graduates and College undergraduates with relevant work experience
  • 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

Salary: ₱35000 - ₱45000
Address: Manila