Role Profile:
Bachelor's DegreeExperience in Handling Team Leaders and agents (minimum of 50 agents total HC)Experience in Handling all Lines of Business (Chat, email and voice)Experience handling Medical Insurance account is required for this rolePossesses the Core Value consist of Integrity, Respect, Professionalism, Innovation, Commitment Client First (Business Client/ Colleagues), Collaboration and Excellence.Applies explicit guidelines on key leadership and management responsibilities to effectively lead and manage.Design a clear career path for people who aspire to hone their leadership and management capabilities.Institutionalize a standard and a common leadership and management practice framework provided an injective innovation.Excellence in understanding communication style and analysis inventory of the dominant style of communication, specializing in communication and interpersonal skillsExcellence in analytical and problem-solving skillsKeen understanding on the framework and techniques of assertiveness in official setupExcellence in Consumer Orientation and People SkillsExceptional Shift Management targeting all aspects (KPI)Excellence in Metric Management- Cluster wise and Site wiseExcellence in presentation and facilitation skillsRole Functions:
Ensures productivity meets or exceeds service and quality standardsManage, Monitor, drive performance to meet SLAs and KPIs including Sales conversion required by the company and the client.Establish operations objectives and work plans, delegates assignments to subordinates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfactionProvides immediate supervision to a unit, assigning tasks, checking work at frequent intervals and maintaining schedulesPlan, Coordinate, Develop and Administer program for the accountMonitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibilityManage and monitor site and cluster's AttendanceImplement and Monitor Adherence to High Level Security for the Business.Create Processes and Practices in Adherence to Client RequirementsManage and monitor site and cluster's AttritionDevelops and implements process and/or operational improvements to enhance efficiency and effectiveness of operationsEnsure and participate to individual development plan and proposals aligned to the business goals of the organizationDo Root Cause Analysis to identify AFIs and create action plans/goals to improve and bridge gapsEfficiently coach subordinates in meeting the metricsIntensive Coaching and Feedback for Team members and SubordinatesCollaborate with different support groups- Recruitment, Training, Quality, HR, Workforce- to improve employee profiling and performanceConducts regular performance management to improve challenged members of the teamManage Attendance Standards and compliance and Leaves of Absence in accordance with company policy and practiceImplement all disciplinary actions, up to and including termination, in accordance with company policy. Document issues, actions taken and plan for follow up for agent's HR file.Review and approve payroll administered by agents in accordance with company policy and procedures.Prepare, process and conduct annual appraisal for agents on time, review 3-month job discussion with new employees with new employees and annual review.At Transcosmos, our mission is to leverage customer insights to always be client's most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.
Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.
Rewarding Career
We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.
Connected Team - We are ONE
We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.
Intrinsic Values and Culture
We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.
Summary of role requirements:Flexible hours available1 year of relevant work experience required for this roleWorking rights required for this roleExpected start date for role: 18 November 2024Expected salary: ?50,000 - ?55,000 per month
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