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    Customer Service Supervisor 1 (Night Shift)

    Taguig, Metro Manila, Philippines

    Customer Service Supervisor 1 (Night Shift)

    • 202501515
    • Taguig, Metro Manila, Philippines
    • Fechamento em: Mai 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

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