Customer Service Sr. Analyst (Banking/Health/ Insurance)

Job Description:

- Manages processes based on established performance standards, service & quality levels
- Implement full adherence to existing tools used to measure performance (Productivity; Efficiency; Quality; Attendance; etc.)
- Manages staff assignment based on business needs/capacity and builds capacity through resource planning and cross-training
- Coaches team members on proper handling of transactions
- Execute existing DR/BCP plans of the team
- Execute/deliver output based on the project plan during migrations
- Identifies staffing requirement and is involved in the hiring process ensuring suitably skilled individuals are hired
- Manages and develops resources to take key positions such as Supervisor/Team - - Leader, Quality Auditor or Trainer. Executes career development plans for direct reports
- Takes ownership in resolving and managing end-customer issues and negotiations
- Manages internal updates/communication within the unit
- Enforces compliance to company policies and effect disciplinary measures on violations
- Initiate and implement process improvements
- Leads projects/tasks that may be assigned from time to time

Job Qualifications:
College Graduate / Bachelors Degree
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)
At least 3 year Supervisory experience in the BPO industry