- Process performance – as per agreed KPI's.
- Attrition - as per agreed KPI's.
- Quality and productivity Improvement - as per agreed KPI's.
- Customer Satisfaction - as per agreed KPI's.
- Level of subject matter expertise - as per agreed KPI's.
- Any other essential function that may occur from time to time as directed by the Supervisor
- Role/Responsibility
- Manage teams and ensure quality and productivity targets are met
- Motivate team members and control attrition
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- Provide coaching and feedback to team members to enable them to improve their performance.
- Assist new hires such that they are productive on the floor in the shortest possible time frame
- Handle escalations.
- Provide inputs on process and system to the team members.
- Client Interaction, where required at the level of Supervisors
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Collect and provide data required for various audits like ISO/COPC etc.
- Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy
- Effectively manage queue and balancing of work loads
- Knowledge of the function, process and systems.
- Ability to use the desktop computer systems
- Coaching and Feedback ability.
- Clear written and verbal communication.
- Knowledge of state insurance licensing
- CEF Score: B2 8
- Customer Service Orientation.
- Quality Orientation.
- Empathy for effective on the job coaching and feedback.
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Assistant Manager
3 araw ang nakalipas
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Assistant Warehouse Manager
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Select VoiceCom Philippines, Central Visayas, Pilipinas Buong orasSVC PH Inc., an affiliate of Executive Boutique Call Center, is currently looking for a Technical Project Management Assistant to start ASAP · Executive Boutique/Select VoiceCom is an American and Australian owned company providing BPO services from its offices in Cebu IT Park. W ...
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Assistant Manager, Process Engineering
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Human Resource Officer
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HR Manager
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BPO Seats Philippines, Central Visayas, Pilipinas Buong oras· The HR Manager shall play a critical role in supporting the organization's human resources functions. Shall be responsible for assisting with various HR activities, ensuring compliance with HR policies and regulations and contributing to a positive workplace culture. · Require ...
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Service Assistant
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People Experience Partner
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Project Coordinator
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Finance Services Sr. Analyst
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Network Support Specialist
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Senior Cyber Security Analyst
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Regional Sales Manager for VISMIN
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Project Development Specialist
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Assistant Manager - Philippines, Central Visayas, Pilipinas - VCC Link, Inc.
Paglalarawan
Basic FunctionDrive overall performance and manage FNOL team and process deliverables. Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion.
Performance parameters
Graduation (in any stream) or diploma with a minimum of 15 years of education.
Work Experience Requirements
Minimum - 2 year of work experience in Business Process Off-shoring in prior claim handling or similar processes
Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion.
Minimum - 2 year of work experience in Business Process Off-shoring
Graduation (in any stream) or diploma with a minimum of 15 years of education.