BPO Team Manager/Coach (Insurance Account) - For Pooling

Responsibilities:

• Facilitate the development of agent performance by conducting individual coaching sessions
• Evaluate interactions (phone, chat, and/or e-mail) every week for all team members to identify and prioritize agent strengths and developmental opportunities
• Communicate and teach product updates, behavior gaps, call drivers or system issues
• Actively participate in weekly/bi-weekly calibration sessions
• Review, validate and approve requests within their authorization limits and take escalated calls
• Build a strong working relationship with teammates and other departments

Requirements:

• 2-year undergraduate degree (communications arts and education majors preferred)
• At least 1-2 year of experience as a call center/BPO Team Managersupporting an Insurance account
• Excellent communication skills
• Experience in developing talents to its full potential
• Effective communication and interpersonal skills
• Proficient in creating reports and in using MS Office
• Must be willing to work flexible schedules (including weekends and holidays)