Deskripsi Pekerjaan
Are you a seasoned leader with a passion for excellence in the insurance sector? WNS is seeking a highly motivated and results-driven Customer Service Manager to join our elite team in Alabang. In this pivotal role, you will be the driving force behind our service delivery, ensuring that our clients receive world-class support while fostering a high-performance culture within your team.
As a Customer Service Manager, you will act as a bridge between operational strategy and day-to-day execution. You will be responsible for streamlining processes, enhancing customer satisfaction scores (CSAT), and coaching a team of professionals to reach their full potential. If you thrive in a fast-paced environment and have a proven track record in insurance account management, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and coach a team of customer service representatives to meet and exceed KPIs.
- Monitor team performance and provide actionable feedback to ensure service excellence and compliance.
- Manage end-to-end insurance account operations, ensuring prompt and accurate responses to customer queries.
- Analyze operational data to identify trends, bottlenecks, and opportunities for process improvement.
- Act as the primary point of contact for client escalations, ensuring timely and professional resolution.
- Collaborate with internal departments to implement new insurance service protocols and training modules.
- Prepare regular performance reports for senior management regarding team productivity and quality metrics.
Kualifikasi
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 3-5 years of leadership/management experience in a BPO or insurance-related customer service environment.
- Deep understanding of insurance industry standards and customer service best practices.
- Proven ability to manage high-volume, fast-paced service accounts.
- Excellent command of the English language, both written and verbal.
- Strong analytical skills with proficiency in MS Excel and CRM software.
- Ability to work flexible shifts to accommodate global client needs.