Helpline Team Leader
PHL: Makati, PH
BENEFITS/PERKS
- Competitive Salary
- 13th and 14th month salary guaranteed
- Performance Incentive Plan / Yearly Bonus
- Retirement Program and Group Life Insurance
- Hybrid Work Set-up after 6 months working on-site
- Be part of a pioneer team
JOB DETAILS / ROLE PURPOSE
Become an integral part of Operations. Lead, motivate & coach your team to deliver world class customer service to our members. Monitor performance and maintain a consistent focus on quality of service to ensure maximum customer satisfaction, NPS and delivery of SLA`s.
KEY RESPONSIBILITIES
What key responsibilities are:
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Leading and motivating a team of Customer Service Representatives
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Promote high Customer Service and Quality ethos on the team and in the company.
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Training and development of staff.
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Deliver service level agreements and the individual team targets to enable maximum performance
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People Management, including all HR related issues, as well as performance appraisals and staff development.
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Work monitoring, coaching and feedback
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Conducting regular one to ones and team meetings.
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Ensuring ownership is taken of all queries received in department area
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Contributing to recruitment and selection process of the front line.
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Compiling weekly reports on team`s performance and customer feedback.
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Communicate and act as a focal point of dissemination of information from management to team and vice versa.
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Work very closely with team members to solve customer problems
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Promote high Customer Service and Quality ethos on the team and in the company as appropriate.
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Promote the company values and the `I make a difference` initiative.
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Monitoring emails and calls to ensure quality responses are given and any training issues are addressed.
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Deal with escalations in a prompt and efficient manner.
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Work within shift patterns - including weekend work.
KEY REQUIREMENTS
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Key Requirements
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Previous experience working in a contact center as a team leader is required.
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Goal driven and can work well under pressure.
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Track record of meeting targets and delivering customer satisfaction.
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Excellent people management skills
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Must be willing to work in rotating shifts and holidays
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Fluency in English; other language desirable
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Time Management
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Strong communication (verbal & written)
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Team Player
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Applicants who are able to start ASAP will be prioritized
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Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
Great to have you on board.
Let's care for tomorrow.
