Team Lead - Customer Care
Principal Global Services
Date: 3 weeks ago
City: Taguig
Contract type: Full time
Responsibilities
Required Skills/Qualifications:
- Manage a group of Customer Care Analysts- STD Hunt Group.
- Monitor key performance indicators (KPIs) like customer satisfaction (CSAT) and average handle time (AHT), conduct performance reviews, and provide coaching to improve agent skills.
- Manage the stakeholder expectation to support the operations from PGS procedures, and state & federal regulations to make appropriate, accurate, and timely decisions.
- Monitor call volumes, manage daily workloads, and ensure the team adheres to company policies and service level agreements (SLAs).
- Ensuring the Reporting in terms of team & individual training progress to superiors.
- Communicates strategy, company goals and deadlines to team. Motivate team members and assesses performance.
- Communicates concerns and policies among management and team members.
- Responsible for effective stakeholder management, new migrations, customer satisfaction, operational risk management and for building the culture of innovation and process simplification.
- Design, develop, coordinate, and conduct large or small-scale training programs required for individuals and teams.
- Responsible for reviewing new business, emails, processes, financial plans, analyzing products, and communicating with our Group Disability Team
- Managing the training & mentoring as per the business requirements.
- Maintain comprehensive knowledge of STD claims products and services offered by B&P Group Disability Team
- Handle escalated customer issues and complaints
- Provide coaching and development to team members
Required Skills/Qualifications:
- Minimum of 2 years of Leadership experience.
- Strong leadership and people management abilities
- Excellent communication and interpersonal skills
- Decision-making and problem-solving capabilities
- Experience with claims management systems
- Bachelor's degree preferred
- Project management skills
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