Job Description

　　Assist in managing both the Call Center and Claims teams

　　Handle first level of escalated calls transferred by agents; Document details of all escalated calls received

　　Help in handling regular customer calls – product information, process updates, etc.

　　Provide coaching and monitoring to improve/maintain the agents performance

　　Identify critical errors that drive down quality and find ways to eliminate this errors; discuss recommendations with Team Leader

　　Identify updates in the training documentation and coordinate with Team Leader/Process Trainer for revision

　　Coordinate with the Team Leader and Process Trainer for new hire/trainee development

　　Attend and contribute to monthly process meetings with Process Owners

　　Support all team and company initiated motivational activities

　　Willing to manage production and training requirements which may result in possible increased hours of work

　　Job Qualifications:

　　College Graduate or Undergraduate with relevant work experience

　　Minimum of 2 years overall work experience in BPO

　　At least 12 months of experience in insurance account, and/or 12 months work experience in the non-BPO financial sector (Personal Insurance, Personal Banking, Investment, Wealth Management, or Medical insurance)​