Senior Manager Call Center - Bupa

Job Description

• Plan & prepare the schedules to manage workload and cover work shifts by coordinating with other teams.
• Ensure great delivery of service and support to members within agreed KPIs and to meet customer service targets.
• Monitor and report team day to day activities such as attending training or coaching sessions Kaizen validation submission etc.
• Manage and close urgent and critical cases with efficient resolution.
• Escalate serious cases to call center Manager for resolution to maintain unit KPIs.
• Provide call center manager with the required daily dashboards.
• Carry out ongoing process improvement activities to reduce costs and increase efficiency.
• Manage and maintain exceptional approvals by keeping a log for cases that was approved commercially as per authority matrix.
• Manage individual quality as per the agreed criteria through weekly validation to errors reported by TQM team followed by necessary coaching sessions and monitoring the

Skills

• Strong background in customer service in insurance or hospitals.
• Able to multitask and work well under stress.
• Strong communications skills.
• Strong trouble shooting problemsolving and analytical skills.
• Excellent follow up skills.