Assistant Manager || Customer Service || Health Insurance

Greetings from Niva Bupa!

Position: Assistant Manager, Customer Service
Department: Customer Service

Job location: 2nd Floor, Logix Infotech Park, Sector-59, Noida

JOb mode: Work from office

Responsibilities:

He/She will also be responsible to provide suggestions and assist in making sound decisions based
on data driven facts to help the operations team improve their performance, processes, and
delivery of key performance indicators. It is also a key role in helping attain efficiency and to
optimize performance in order to be more effective in the day to-day operations.
He/She will lead, coach, develop and mentor a team of Customer Service Agents in the execution
of their role in compliance with Company Policy and the Standard Operating Procedures ensuring
the delivery of the highest quality of service.
He/She will Supervise the allocation of work to Customer Service Agents and ensure they carry out
their duties in line with the SOPs and quality customer service in line with the company’s
standards.
He/She will manage the Customer Service team ensuring that the department is running effectively
to deliver business results through delivery of customer resolution at first place and customer
satisfaction to achieve sustained and increment goals.
Ensure tracking and closure of complaints and remediate the analysis to prevent recurrence of
issues
affecting customers.

Key Roles & Responsibilities:
.
Familiarize the team with the customer needs, process SOP's and products and governing
compliance.
.
Determining training needs of employees and conducting suitable training programs to
enhance their operational efficiency leading to increase productivity.
Provide status reporting of team activities against the program plan or schedule.
Cascade all necessary business information and updates to the executives.
Facilitate problem solving and collaboration.
Identify and manage BQ across the floor to enhance floor performance.
Regular reviews with the Team & analyze the opportunities of improvement & reduction in
controllable defects which are a direct impact to Customer Experience
Assisting the Senior manager in organizing, planning and implementing strategy
Coordinating day-to-day operations
Ensuring that goals, SLA and objectives are met
Maintaining a safe and clean work environment
Interviewing and recruiting new employees
Reporting any problems or accidents to senior management
Creating reports, analyzing, interpreting and presenting data
Managing customer complaints and resolving their issues
Assisting with procurement of inventory and supplies
Floor support, Act as a point of escalation and 2nd level of support for all complex scenarios.
Work as a resource person for product development team in order to report issues, diagnose
and collect necessary information.

Education & Certificates
A medical Graduate from a reputed and UGC recognized university

Key Requirements - Experience & Skills

Need 5+ years experience of customer service, leading a team of 20+ employees
Excellent communication skills
Comfortable with rotational shift timing and rotational weekoff
Efficiency in MS Excel, Emails management, Docs and Powerpoint
Decision making skills
Supervising, leading and motivating employees

Key Functional Competencies
Functional competency
Beginner
Intermediate
Expert
Process & Product Knowledge
People Management Attributes
Quality Control
NBHI Core Competencies
Behavioral Competency
Behavioral competency

Targets/ KRA/ KPI (Tentative Business Nos./ Goals, Measure of Success & Weightages)
Goals

Company MOS
Measures of Success
Weightage
Defined as per Company Policy
NPS Scores
Defined as per Company Policy
30%
Customer Satisfaction
Scores
Drive Quality of Service
Shrinkage Management
Employee Attrition Control
Quality Scores
20%
15%
15%
Shrinkage and productivity
Monthly / yearly Attrition
Social Media and Grievance
escalations
Escalation Management
20%


Interested candidates can share their cv at consultant.anjalijha@nivabupa.com or 7430802568.