Canadian Group Benefits
Manulife Financial Corporation
Lapu Lapu City, PH
13d ago

Job Description :

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

Team Leader must determine long range goals and objectives to meet business operation expectations. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely fashion.

He must coordinate and cooperate with the senior management and his Senior Team Leader. He must facilitate in the evaluation and implementation of company policies and procedures.

Key Accountabilities :

  • Effectively and efficiently manage the day-to-day operations of the team
  • Manage the performance of Customer Service Professionals to meet and exceed service level agreements.
  • Act as a product and process knowledge resource to associates on the production floor
  • Responsible in maintaining and increasing performance levels
  • Handle live escalations and ensure these are handled within the turnaround time
  • Provide coaching to associates regarding performance
  • Ensure service level agreements are met or exceeded
  • Ensure staff are adherent to schedule
  • Assist immediate supervisor in coordinating team resources, monitoring team activities, and preparing reports
  • Review, collect, and summarize quality control and business reports
  • Leadership, support, motivation, coaching and development and retention of staff
  • Promote a culture which will ensure and encourage the team to meet their targets
  • Recruitment and hiring of CSP and SSR
  • Such other duties and functions as assigned by Operations Management.
  • Minimum Skills Requirement to Hire :

  • Candidate should not have any attendance issues or any disciplinary action.
  • Candidate must have at least one year tenure in their current position.
  • Candidate must meet job expectations and pass all performance metrics in his / her current unit.
  • Candidate must have good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.
  • Candidate must demonstrate problem solving skills.
  • Candidate must generate creative ideas and solutions.
  • Candidate must have effective communication skills
  • Candidate must have comprehensive product knowledge.
  • Technical Skills

  • Client Relationship Management
  • International Business and Multicultural skills
  • Product and Service Advice Support
  • Escalation Management
  • Customer Centric
  • Basic to advance knowledge of Computer software applications
  • Minimum Skills Requirements to Go-live :

    Tools Specific Knowledge

  • Knowledgeable in usage of phone system (Avaya), Verint , CSR Desktop, AWD 35 Production, CPM and GB Mainframe
  • Knowledgeable in job aides, internet based applications trackers such as Citrix, ESC Web, Surrogate Sites, GPM, Manuconnect and QlickView
  • Knowledgeable in Lotus Notes Manual and Call Handling Document.
  • Knowledgeable in Workday, Sharepoint application.
  • Maintains and monitor reports under Operations folder
  • Product Specific Knowledge

  • Knowledgeable in all benefits
  • Knowledgeable of Call Handling documents and lotus Manual
  • Handles Supervisor calls that are escalated from SSR level.
  • Process Specific Knowledge

  • Escalation matrix
  • HR policies and guidelines
  • Execution of COPC principles
  • Apply
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