Care Center Lead

The Care Centre – Process Lead corresponds with Care Centre – Assistant Manager accordingly by giving assistance on supporting, coaching, developing and leading team members specifically on their performance, concerns, issues, schedules and outputs. The incumbent shall effectively use various tools, run reports, demonstrating leadership through acknowledging the fair and consistent application of operations policies while demonstrating a variety of coaching styles and techniques.

Key Responsibilities

• Time Management KPI’s and SLAs (Based on Interval Performance Tracker)
• Monitoring Call volumes, Claims volumes, Chats volumes to keep high occupancy and quality levels
• Handles the customers’ complaints & team members’ escalations in a timely and professional manner.
• Assist in monitoring, identifying and resolving performance / behavior / attendance issues using prescribed performance management techniques.
• Assist in setting-up action plans and monitors the performance improvement trend of the low performer team members.
• Assist in presenting periodic quarterly performance review presentation with action plans to the Care Centre management and follow through with action plan.
• Consistently monitors team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution.
• Develops relationships within the supporting business units to help resolve issues related to team members.
• Assist in demonstrating skills at analyzing trends and assist in creating action plans that determine a solution.
• Uses developed communication skills, participates in staff development efforts, attend calibration sessions, participate in conference calls, etc.
• Demonstrates flexibility by working varying shifts and responding to unanticipated events.
• Assist in analyzing various parts of call center problems properly and develop logical solutions.

Minimum Requirements

• Bachelor's Degree; Medical background preferred.
• 2+ years experience in a Call Centre / Customer Service environment, TPA Hospitals or Medical Centers exposure a plus.
• Physically fit to carry out duties.
• Legally permitted to work in the country of operations.
• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.

69604 | Customer Services & Claims | Professional | PG06 | Allianz Partners | Full-Time | Permanent