Team Leader | EXL Cebu, The Link

General Function:

• Manage team handling Inbound Calls for policy servicing & updating client system with changes required for multiple insurance policies.

• Support client’s strategy by driving service excellence through effective management of an inbound customer contact centre team, across multiple brands and products
  

Essential Functions:

• Manage teams and ensure Service Level and quality targets are met

• Collaborate with client’s Partnering Performance team to relentlessly deliver solutions that will serve evolving customer needs and drive an exceptional customer service culture

• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements

• Monitor team performance and display a clear level of understanding of all performance reporting

• Assist new hires such that they are productive on the floor in the shortest possible time frame

• Provide coaching and feedback to team members to enable them to improve their performance

• Provide inputs on process and system to the team members

• Manage the team’s adherence to rostered schedules through real time monitoring

• Ability to manage difficult conversations, irate customers and escalations

• Client interaction, where required at the level of supervisors

• Effectively manage queue and balancing of work loads

• Motivate team members, manage absenteeism and attrition by building a resilient, engaged team, with a culture of innovation and continuous improvement

• Leads and advocates change when necessary, supporting positive outcomes from change, including supporting the team through

Qualifications:

1. 2 yrs college undergrad completed, no back subjects

2. Team Leader 3 yrs experience