Helpline Team Leader at Allianz Global Corporate & Specialty SE

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

14 Feb, 26

Salary

0.0

Posted On

16 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Service, Coaching, Training, Performance Management, People Management, Time Management, Communication, Problem Solving, Quality Assurance, Escalation Management, Report Compilation, Shift Work, Motivation, Recruitment, Feedback

Industry

Financial Services

Description

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: Leading and motivating a team of Customer Service Representatives Promote high Customer Service and Quality ethos on the team and in the company. Training and development of staff. Deliver service level agreements and the individual team targets to enable maximum performance People Management, including all HR related issues, as well as performance appraisals and staff development. Work monitoring, coaching and feedback Conducting regular one to ones and team meetings. Ensuring ownership is taken of all queries received in department area Contributing to recruitment and selection process of the front line. Compiling weekly reports on team`s performance and customer feedback. Communicate and act as a focal point of dissemination of information from management to team and vice versa. Work very closely with team members to solve customer problems Promote high Customer Service and Quality ethos on the team and in the company as appropriate. Promote the company values and the `I make a difference` initiative. Monitoring emails and calls to ensure quality responses are given and any training issues are addressed. Deal with escalations in a prompt and efficient manner. Work within shift patterns - including weekend work. KEY REQUIREMENTS Key Requirements Previous experience working in a contact center as a team leader is required. Goal driven and can work well under pressure. Track record of meeting targets and delivering customer satisfaction. Excellent people management skills Must be willing to work in rotating shifts and holidays Fluency in English; other language desirable Time Management Strong communication (verbal & written) Team Player Applicants who are able to start ASAP will be prioritized 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.

Responsibilities

Lead and motivate a team of Customer Service Representatives to deliver world-class customer service. Monitor performance and ensure maximum customer satisfaction while maintaining service level agreements.