Customer Service Team Lead, Dental Insurance Operations

ExlService Holdings, Inc.; Philippines; Vor Ort; PHP 600.000 - 900.000; Vollzeit

Zusammenfassung

ExlService Holdings, Inc. is seeking an Assistant Manager (B1) to lead a team of Customer Service Representatives handling voice-based interactions in dental insurance operations.

You will drive daily performance and ensure service levels, quality and productivity targets are met. You will coach agents, provide real-time floor support, manage escalations and address complex customer concerns while upholding data privacy and compliance standards.

Qualifikationen

• The candidate has experience leading voice-based customer service teams.
• Knowledge of data privacy requirements and compliance is preferred.
• Familiarity with dental insurance operations is a plus.

Aufgaben

• Lead a team of Customer Service Representatives handling voice interactions in dental insurance operations.
• Drive daily performance and ensure achievement of service levels, quality and productivity targets.
• Provide hands-on coaching, real-time floor support and performance management.
• Address escalations and resolve complex customer concerns while upholding privacy and compliance guidelines.
• Collaborate with Quality, Training and Workforce teams to drive continuous improvement and staff development.
• Report to the Lead Assistant Manager and foster engagement across the team.

Kenntnisse

Leadership

Coaching

Customer service

People management

Jobbeschreibung

ExlService Holdings, Inc. is seeking an Assistant Manager (B1) to lead a team of Customer Service Representatives handling voice-based interactions in dental insurance operations.

You will drive daily performance and ensure service levels, quality and productivity targets are met. You will coach agents, provide real-time floor support, manage escalations and address complex customer concerns while upholding data privacy and compliance standards.