Qualification and Competencies Required
Communication Skills
• Fluency in English speaking and writing
• Strongand effectiveverbalandwrittencommunication skills
• Good listeningskills
• AdvancedskillsinMicrosoftOffice(Word,Excel,and Powerpoint)
Technical Skills
• Proficient Windows knowledge
• Proficient key boarding skills.
• Operations Writing speed of 25 words per minute with an accuracy of 95%.
Core Competencies
• Collaborates Effectively – partners to deliver on team and organization goals
• Communicates Confidently – Shares relevant information in a direct, compelling, and transparent fashion.
This is in
horizontal and vertical structure
• Focuses on the Customer – Builds relationships with customers by understanding and responding to their needs and ensuring fair treatment
• Takes Accountability – Sets and achieves stretch objectives
• Understandsourbusiness–KnowsthefundamentalsoftheSLFbusiness
Leadership
• Attracts, develops, and retain talents – Ensures a ready and skilled supply of talent to meet current & future business needs.
• Participates & promotesemployee retention& development.
• Builds and applies self-insight – Seeks self-awareness, taking action to build trust and credibility
• Drives for action – Acts quicklyand decisivelyto seize business opportunities
• Embrace differences – Appreciatesand leveragesdiversity (e.g.
culture, abilities, and perspectives)
• Generates innovative solutions – thinks creatively to positively impact the business
• Leads change – Inspires a shared vision and models the way
• Manages complexity – Maintains momentum by managing dilemmas and dealing well with ambiguity
• Thinks and acts strategically – Creates competitive advantage for the organization
Qualifications:
• Bachelor's degree
• At least five years contact center experience with 2 years' experience in a team leader/supervisor capacity
• Previous related work experience must be in Healthcare Insurance / Financial account in a BPO setting
• Strong coaching, leading and performance management skills
• Proven leadership capability and a strong results orientation
• Capable of working in a structured and tactical management operating system
• Abletoanalyze,identifyimprovementopportunitiesandbuildsustainableprocesses
• Excellent change management skills
• Proficient communication skills (verbal and written)
• Strong team player / team building skills