Call Centre BES CS Manager

Job Description:

BES CS Manager

Egypt

Full time

We make Heath Happen:

This role is responsible to ensure that agreed customer service experience is delivered at all times within the Customer Service Department through the effective leadership of our Customer Service Consultants and team coaches.

The focus of this role is to ensure that we are coaching, managing performance, delivering on SLAs and growing our people to deliver outstanding performance against targets.

The Service Managers are responsible for the Customer Service department meeting all SLAs. The Service Manager will drive a culture of customer focus and continuous improvement.

How you'll help us make health happen:

• Support or lead recruitment and the academy function
• Being a role model for the team demonstrating outstanding personal behaviours and performance. Being an ambassador for the function
• Ensure there are high levels of team working and that the team is aligned and engaged with Bupa's purpose and goals
• Drive the communication process with the department, including responsibility for all messages that are conveyed (content and style)
• Ensure that resources are managed in line with the workforce plan
• Work closely with the Continuous Improvement Partners and other Service Managers to ensure ongoing improvement and alignment
• Responsible for discovering and implementing potential opportunities for improving the customer experience.
• Works closely with the Continuous improvement team to ensure that processes across Customer Services are effective and support the best customer experience
• Focus on driving the key targets of first call resolution, Net Promoter scores, Customer Interaction Survey scores and quality assessments
• Accountable for the resolution of customer related issues that are identified by your team. Responsible for identifying/removing any barriers that impacts the delivery of outstanding customer satisfaction
• Point of escalation for customer issues that need to be referred by the Customer Service Consultants
• Monitoring of calls and Email Performance throughout the day
• Managing absences to the agreed standard
• Coaching, developing and leading a highly skilled team
• Dealing with any performance issues
• Complete regular 121s with all team members
• Managing team performance and ensuring the agreed service experience
• Ensures high levels of employee engagement, measured through eNPS (pulse surveys) . Understands, acts and shares eNPS results with the team, building relevant actions plans for improvement.
• Hold regular team meetings to ensure good quality two way communication

Key Skills / Qualifications needed for this role:

• Graduate level with relevant qualifications.
• Significant experience and proven ability to lead and manage Customer Service Teams in Financial Services organisation/s in a health care sector.
• Proven experience of building and maintaining strong, long lasting customer relationships and maximising business opportunities through B2B.
• Strong determined communicator and negotiator with experience of corporate level/board level selling, persuasion, and negotiation
• In depth knowledge of successfully increasing revenue, profits, and growth within .. in a regulated environment such as the healthcare market.
• Track record of ‘treating customers fairly' and delivering compliant sales within a regulatory environment is key.
• Resilience and confidence in own and Bupa's ability to succeed
• Acts ethically and honestly in all dealing with customers and colleagues building compliance, authenticity and trust.
• Demonstrates necessary gravitas to be viewed externally as the voice of Corporate distribution in Bupa.
• Capable of representing Bupa at various external forums
• Our desire to grow in the Corporate market means that a strong leader with in-depth knowledge of the market is crucial

Why Bupa?

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with Sukoon), Egypt and Hong Kong (China) as well as regional offices in mainland Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

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