Assist in managing both the Call Center and Claims teams
Handle first level of escalated calls transferred by agents; Document details of all escalated calls received
Help in handling regular customer calls – product information, process updates, etc.
Provide coaching and monitoring to improve/maintain the agents performance
Identify critical errors that drive down quality and find ways to eliminate this errors; discuss recommendations with Team Leader
Identify updates in the training documentation and coordinate with Team Leader/Process Trainer for revision
Coordinate with the Team Leader and Process Trainer for new hire/trainee development
Attend and contribute to monthly process meetings with Process Owners
Support all team and company initiated motivational activities
Willing to manage production and training requirements which may result in possible increased hours of work
College Graduate or Undergraduate with relevant work experience
Minimum of 2 years overall work experience in BPO
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)
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
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