Group Leader for Pioneer HealthCare Account
Managerial / Supervisory
With Business Certificates
Established in 1945
Cebu IT Tower One & Two across Ayala Center Cebu and Pag-IBIG Building, Luz, Cebu City, Cebu
Total vacancies for this job title: 2
Posted On: March 17, 2023
Job ID: 425258
GROUP LEADER FOR PIONEER HEALTHCARE INSURANCE ACCOUNT
Responsible for managing team of associates
Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs
Motivating associates through effective management, career development and implementation of reporting mechanisms
Liaison with other areas of the company affecting technical support.
One on One Relationship management
Analysis of reports including process dashboards and team performance reports.
Initiate appropriate action plans and trainings
Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.
Mentor and assist new hires
Handle customer complaints and provide resolution for escalated calls
Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
Ensure that all company information which includes customer information are kept confidential and secured
Should have patience and not be overawed by difficult situations
Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction
Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
Excellent verbal & written communication & presentation skills
Good Interpersonal & people management skills with good problem solving approach.
Expert knowledge of service procedures
Good analytical skills for MIS, number crunching & reporting to internal & external customers
Ability to exercise managerial judgment and perform as a mentor
Demonstrated Customer Service Skills
Situation handling skills
Graduate with at least 4 - 6 years of total work experience; with 3 - 4 years of Group Leader or Senior Team Leader experience in a Contact Center supporting healthcare insurance account