Customer support-Enquiry
Education and wellness
International/Global
Customer support-ClaimsTeam Leader - Commercial (Voice)

DUTIES & RESPONSIBILITIES:

Shift Management Function:

• Performs daily monitoring of CSAs quality & productivity metrics by utilizing reports and database available.
• Implements floor management policies in order to ensure adherence to service level agreements between clients.
• Ensures that CSAs scheduled for the day is accounted for.
• Ensures connectivity and proper functioning of systems/ equipment of the CSAs prior to the shift and reports to workforce, CT group and Operations Manager for the immediate repair/ replacement of defective unit.
• Answers questions while CSAs are on-line and provide assistance in cases of technical problems experienced by CSAs in their function.
• Ensures that coaching and huddle schedules on a daily basis are carried out.
• Ensures CSAs adherence to schedules ? shift schedule and off the phone schedules.                 
• Ensures that Team Leader checklist is completed daily and submitted weekly to his/ her respective leader.
• Escalates issues to Operations Manager or Shift Manager.
• Accomplish monitoring requirements as needed.

Quality & Policies/Procedures Compliance Monitoring Function:

• Be able to provide timely and accurate updates to the CSAs thru scheduled coaching time and/ or ad hoc for Hotline behaviors and/or non-compliance errors.
• Be able to carry out process related activities within the prescribed turn-around time.
• Ensures that non-compliance errors are coached to CSAs within the turnaround time.
• Ensures that all monitored calls are reviewed within the turnaround time.
• Attends calibrations and alignment meetings with support groups (QA and/ or Training).
• Knows and follows existing internal and external processes of the program
• Be able to carry out disciplinary action documents on a timely manner.
• Ensures that CSAs adhere to work schedule.

Staff Development/Team Building Function:

• Be able to manage and resolve CSAs? HR related concerns
• Be able to ensure high morale of the team by carrying out team bonding activities.
• Be able to coach CSAs and provide feedback on weekly performance as evidenced by a signed coaching log. Complete one-on-one feedback sessions with CSAs, which can include counseling for disciplinary purposes (Ensure high motivation with low disciplinary actions).
• Be able to cascade process/ product updates to CSA on a timely manner
• Be able to do trend/ call handling analysis on CSA?s calls for coaching and action planning.
• Be able to create specific Individual Development Plans for CSAs over a given period of time.
• Be able to effectively cascade internal & client-related policies and programs to CSAs on a timely manner.
• Be able to meet with team at least once a week to discuss issues and share best practices.
• Be able to identify team members who display potential for other positions within the company.  Assign tasks or projects to further develop that potential.

Administrative Function:

• Generates individual semi-monthly Employee Attendance Records via Global ESS.
• Reflects approved changes on schedules.
• Be able to conduct yearly performance appraisals.
• Be able to investigate and validate violations to the Project Cigna Code of Conduct, recommends and serves corresponding disciplinary action.
• Be able to perform special assignments or handle projects as delegated by leaders.
• Be able to submit reports as needed:

• Weekly Coaching logs
• Weekly Huddle Agenda
• Weekly & Monthly Team Performance Reviews
• Yearly Performance Appraisal for each CSA
• IDPs for CSAs
• Monthly EXCEED Nominees

Others:

• Perform tasks assigned by the Shift Manager.
• Periodically conducts interviews and screening for agent positions.

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

COMPETENCY REQUIREMENTS:

With Moderate Competency Level in the ff.:

US Healthcare Delivery System Philippine Healthcare Delivery System Communication Skills (Spoken) Communications Skills (Written) Customer Service Orientation Computer Literacy Job Knowledge Sense of Urgency Passion for Excellence Working in Team/Interpersonal Skills Work Organization People Management/Team Orientation Drive for Results/Execution Thriving in Change Expertise/Analytical Skills Product Knowledge Problem Solving Presentation Skills Facilitation Skills Coaching Process Improvement Performance Management

OTHER REQUIREMENTS:

Reports to: 

Shift Manager

Supervises:

Customer Service Associates (CSA)

Education and/or Experience:

A graduate of any 4-yr College Degree and/or equivalent with 2 ? 3 years of customer service experience. 

Language Skills:

English, additional language a plus. Strong communication and interpersonal skills.

Computer skills:

MS Office

Work environment:

The work environment is professional, office. Business casual attire.

Physical demands:

May require weekend, evening or shifting work schedule.

Work Demands:

• Able to establish, implement and continuously improve the quality information security policies assigned to him / her.
• Able to establish structures and procedures to protect classified information.
• Able to report information security related incidents without any delay to the proper authorities.

Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality.

• Able to participate during training, orientation and awareness programs pertaining to QISMS.

Iloilo, SM Strata TowerPhilippines