Assistant Manager for Customer Service (Health - Insurance)

Are you ready to make an impact? Join as an Assistant Manager and jumpstart your career!

Summary/Description:

• Manage a team of CSR associates in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
• The role will also require the individual to motivate, mentor, coach and groom the team.

Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

Key Qualifications:

• Amenable to work in shifting schedules
• Amenable to work ONSITE (TAGUIG).
• Able to start ASAP

General Knowledge & Skills:

• Knowledge of Customer care operations
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Education and other requirements:

• Minimum experience of 8 years with customer service in the BPO/BPM industry
• Minimum of 2 years' experience handling Insurance (Preferably in Health industry)
• Bachelor's degree in any course / equivalent experience
• A minimum of 4 years in Leadership Role
• Willingness to work in rotational shifts

Job Responsibilities:

• Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
• Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues

• Regularly formulate and execute internal and external governance
• Effectively handle client escalations and formulate actions to resolve any concerns
• Work with the operations managers to obtain necessary resources like training and support for the team’s requirements.
• Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams.
• Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets.
• Familiarize the team with the latest process update and changes, team and individual targets

Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects

Why Infosys BPM Philippines:

• Quarterly Performance Bonus
• 24 Leaves annually
• Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire
• Outstanding career development opportunities and fast track career progression
• Enjoy a fair work-life balance.
• Learning and Development Trainings
• We value Inclusion and Diversity
• Great place to work certified.

This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. hashtag#Infosys hashtag#InfosysBPM hashtag#KaInfoscion hashtag#GreatPlaceToWork hashtag#INFYBPMPhilippines hashtag#JoinINFYBPMPhilippines hashtag#LifeAtINFYBPMPhilippines”