Effectively and efficiently manage the day-to-day operations of the team ensuring SLA is met
Manage the performance of Customer Service Professionals (CSPs) and/or Senior CSPs 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
Handle regular calls on a weekly basis
Provide coaching to team members regarding performance
Ensure service level agreements are met or exceeded
Ensure staff are adhering to schedule
Assist immediate manager 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, engagement, and retention of staff
Promote a culture which will ensure and encourage the team to meet their targets
Recruitment and hiring of CSPs and/or SR CSPs
Identify opportunities for process improvement recommendations
Such other duties and functions as assigned by Operations Management.
Required Qualifications:
With at least a rating of "Effective" on the recent performance review.
Must meet job expectations and pass all performance metrics in his/her current unit.
Demonstrate good organizational and priority management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.
Demonstrate problem solving skills, generate creative ideas and solutions.
Must have strong verbal and communication skills.
With comprehensive product knowledge, ready to take calls and live escalations.
Technical Skills:
Client Relationship and Change Management
International Business and Multicultural skills
Product and Service Advice Support
Escalations Management
Customer Centric approach on Problem-Solving and Data-driven Decision-making
Basic to advance knowledge of Computer software applications (ie Microsoft Excel, Power BI)
See Product Specific Knowledge below
Requirements
Tools Specific Knowledge
Knowledgeable in usage of phone system, AWS, Verint, AD Salesforce, AWD 35 Production, CPM , GB Mainframe
Knowledgeable in job aides, internet-based applications trackers such as Citrix, ESC Web, Surrogate Sites, GPM, Manuconnect, and Power BI
Knowledgeable in Claims 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 in Call Handling documents
Handling live Supervisor calls
Process Specific Knowledge
Escalation matrix
Handling difficult customers
HR policies and guidelines
When you join our team:
We'll empower you to learn and grow the career you want.
We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we'll support you in shaping the future you want to see.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .
Manulife is an Equal Opportunity Employer
It is our priority to remove barriers to provide equal access to employment. A H
Benefits
Flexible schedule
Additional Information
The Operations Supervisor for Group Benefits CSC is primarily responsible for the day-to-day operations of the program according to the scope of work and service level requirements. Duties include hiring, managing performance, and developing strategic approaches to act on any identified needs. Aside from providing support, motivation, coaching, and development to direct reports, this role also evaluates and implements company policies and procedures. This function 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.
Manulife · Quezon City