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Philam Life
The Country′s No.1 Life Insurer

The Philippine American Life and General Insurance Company is the largest
life insurance company in the Philippines and the market leader for over 60 years.
Philam Life offers an extensive line of products in the industry that provides solutions
to various financial needs including income protection, retirement, education, investment,
health, personal accident, group life and credit life. Philam Life has the most extensive
network of offices and sales agencies nationwide.

Philam Life is part of the AIA Group Limited (AIA), the largest, independent listed
pan-Asian life insurance group in the world.

Join us at Philam Life and excel in the business of helping people achieve their dreams,
including your own.


 
Assistant Manager for Call Center Operations
Location: (National Capital Reg - Ortigas)
Date Posted: 18-4-13
Application Deadline: 17-6-13


RESPONSIBILITIES:
  • The position will manage the team leaders of the inbound teams. He/She will ensure ALL inbound teams consistently and delivers its desired customer experience KPIs to customers of our alternative channels. e.g. IVRS, hotlines, email, snail mail, multimedia/social media. The position shall be responsible in coaching and mentoring the team leaders under his umbrella. He/She shall continue to find ways to improve service level performance through constant review of the service delivery processes and recommending and executing process improvement. He/She shall identify relevant staff development goals to maintain and upgrade leadership skills of the TLs and customer service skills of CSRs in his area. He/She will be responsible in ensuring the customer satisfaction measures are achieved particularly through handling escalated cases of irate and/or VIP clients. He/She shall be responsible in the audit/quality rating of his area and identifying critical plans to improve quality results He/she shall also be responsible for coordinating with the proper Home Office departments to ensure that the network’s service standards are met and that any service-related concerns are properly resolved.

REQUIREMENTS:
  • College Graduate of Marketing, Tourism, HRM, Psychology, Management, Commerce or its equivalent.
  • Customer Service Experience is a must. Managerial/Supervisory experience for at least 5 years.
  • Managerial/People handling, Leadership, Change Management, Coaching, Gaining Commitment
  • Communication Skills, Influencing and Negotiation skills, Interpersonal and public relations skills, Presentation skills, Information Gathering, Problem Solving Decision Making, Tech Savvy, Motivational Fit, Organized, Customer Orientation
  • Smiling and Good listening voice quality


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Philam Call Center
3/F Philamlife Bldg. UN Avenue Manila City 1000.



Jobs in Philippines > Customer Service Jobs > Supervisor/Team Lead Jobs, Jobs in Call Center / IT-Enabled Services / BPO industry


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Preference will be given to candidates who APPLY ONLINE.


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