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Job Description
- Supervises, plans and manages functions related to call center work area.
- Oversees and directs day – to – day activities of call center agents.
- Answers agents’ questions, assigns tasks, follows up and give necessary instructions
- Carries out supervision, coaching, call monitoring, training, reviewing, and disciplining of all agents.
- Attends, follows up and resolves customer complaints
- Carries out performance monitoring, measurement and monthly evaluation of all agents to improve efficiency.
- Ensures that team members obtain appropriate training and support to best apply their knowledge and skills on the job.
- Directs scheduling, monitoring agents’ schedules, shifts and apply break rules according to the working needs.
- Maintains harmony among agents and team players and resolves grievances.
Job Requirements
- Bachelor's degree of any discipline.
- 4+ years of experience in medical insurance field.
- Proficiency with technology, especially computers, software applications,phone systems and IVR.
- Exceptional verbal and written communication skills.
- Strong understanding of company products, policies, and services.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Excellent problem solving, leadership, and customer service skills.
