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Director Customer Care

Job Category:

BPO / KPO / Shared Services

Job Level:

Executive

Open Date:

27-Dec-2020

Location:

TAGUIG CITY

Close date:

31-May-2021

Client Industry:

SHARED SERVICES

Job Description and Qualification:

Director for Customer Services will be reporting to the Head of Operations and manage a team. 
He/she will be responsible for directing an area responsible for providing a broad range of services needed by policy owners/clients and filed force to maintain in-force policies or new business. The job may include oversight of multiple  functions within claims, customer service, enrollment and billing, document management, mail services, appeals, etc. 

Primary duties may include, but are not limited to: 
1. Develops/implements complaint resolution procedures and ensures area is staffed and trained to handle inquiries from agents and policy owners. 
2. Develops short/long-term customer service objectives and continuously monitors procedures to ensure these are met by staff. 
3. Encourages staff development/training. Stays abreast of state/federal regulations. 
4. Develops and manages the annual operating budget within financial objectives and in a manner which ensures that service and goals are met. 
5. Hires, trains, coaches, counsels, and evaluates performance of direct reports.  
6. Requires a BA/BS degree and 7 years leadership experience; or any combination of education and experience, which would provide an equivalent background.