Para estar informado sobre nuestras oportunidades de empleo:
    Únete a nuestra Red de Talentos

    Customer Service Supervisor 1 (Night Shift)

    Taguig, Metro Manila, Philippines

    Customer Service Supervisor 1 (Night Shift)

    • 202501515
    • Taguig, Metro Manila, Philippines
    • Cierre el: may 31 2025

    Description

    The Role

    • Provide role model leadership for Customer Service Representatives 
    • Ensure schedules are communicated and performed accordingly by CSRs
    • Ensure established practices and work processes, tools and methodologies are being utilized
    • Coordinate staffing with various Service Center Managers 
    • Assist in training and developing associates in the Customer Service Center 
    • Foster teamwork, positive morale, and open communication 
    • Handle client escalations as directed/needed
    • Handle participant interactions as necessary during periods of high call volume
    • Perform customer service support and meet clients' day-to-day administrative needs with respect to benefit plans 
    • Provide technical support and assist customers in using web-based, employee self-service tools, and be able to troubleshoot basic technical support issues for CSRs 
    • Respond professionally to customer inquiries/complaints received via phone, e-mail or chat and ensure that appropriate action is taken, including follow up 
    • Research participant questions and plan issues 
    • Maintain complete and accurate call and case notes 
    • Work closely with other customer service representatives and client representatives 
    • Complete special projects as needed 
    • Communicate on a proactive basis 
    • Participate in team meetings and training and may participate in client status meetings
    • Read and understand the client's plan documents, amendments and online knowledge base tools, etc. 
    • Participate in development of knowledge base tools and client implementation 
    • Monitor staff and call management system queues/metrics to consistently meet Service Center performance metrics and quality goals 
    • Work with Client leadership to ensure client cases assigned by CSRs are handled in a timely fashion 
    • Provide back-up coverage for Client leadership through direct support or coordination of coverage with the client team
    • Perform other duties as assigned

     

    Qualifications

    The Requirement

    • 3 + years in customer service setting with management/leadership experience; health and benefits or pension experience required
    • Associates or Bachelor's a plus
    • Experience working in a global company/ matrixed environment
    • Strong interpersonal skills
    • Demonstrate strong written and verbal communication and time management skills
    • Ability and desire to encourage professional development of associates
    • Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems; the ability to use several at the same time
    • Strong attention to detail and excellent organizational skills
    • Ability to communicate policies and procedures and ensure compliance
    • Ability to work a flexible work schedule and be punctual to work
    • Ability to successfully work in a team environment

    WTW is an equal opportunity employer

    Apply Now

    ¿No tú?

    Gracias

    Contacto no solicitado

    Todos los CV/perfiles de candidatos no solicitados que se presenten a través de nuestro sitio web o de cuentas de correo electrónico personales de empleados de Willis Towers Watson se consideran propiedad de Willis Towers Watson y no pagarán honorarios de agencia. Para poder ser una agencia/compañía de búsqueda de personal para Willis Towers Watson, dicha agencia debe contar con un acuerdo formal existente y por escrito firmado por un agente de selección de personal de Willis Towers Watson y una relación laboral activa con la organización. Los CV se deben presentar de forma tal que cumplan con el proceso de presentación del candidato, que incluye participar activamente en la búsqueda específica. Del mismo modo, para nuestras agencias de selección/búsqueda de personal, si no se cumple con los pasos del proceso de presentación del candidato, Willis Towers Watson no pagará honorarios de agencia. Willis Towers Watson sigue el principio de igualdad de oportunidades en la contratación. Si deseara que la compañía guarde su información de contacto para su consideración en el futuro, envíe un correo electrónico a: Agency.inquiries@willistowerswatson.com .

    Nuestras oficinas

    Nuestros colegas brindan servicios en más de 140 países y mercados en todo el mundo. Esto da una dimensión global a todo lo que hacemos y crea muchas oportunidades interesantes para que colabores y crezcas. Consulta el mapa a continuación para ver a dónde podría llevarte tu carrera.

    Conozca a nuestra gente