Call Center

5 days ago

Jeddah, Saudi Arabia Bupa Arabia Full time

Plan & prepare the schedules to manage workload and cover work shifts by coordinating with other teams.
- Ensure great delivery of service and support to members within agreed KPIs and to meet customer service targets.
- Monitor and report team day to day activities such as attending training or coaching sessions, Kaizen validation, submission, etc.
- Manage and close urgent and critical cases with efficient resolution.
- Escalate serious cases to call center Manager for resolution to maintain unit KPI’s.
- Provide call center manager with the required daily dashboards.
- Carry out on-going process improvement activities to reduce costs and increase efficiency.
- Manage and maintain exceptional approvals by keeping a log for cases that was approved commercially as per authority matrix.
- Manage individual quality as per the agreed criteria through weekly validation to errors reported by TQM team followed by necessary coaching sessions and monitoring the progress.
- Provide on going coaching and support to the team to update and improve their knowledge.
- Train team members on all the new products and ensure 100% understanding and implementation
- Ensure best delivery of customer service and support to the members through engagement.

**Skills**:

- Strong background in customer service in insurance or hospitals.
- Able to multitask and work well under stress.
- Strong communications skills.
- Strong trouble shooting, problem-solving and analytical skills.
- Excellent follow up skills

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