group benefits Team LeadCushman & Wakefield

Job Description
Reports to: Group Benefits Operations Manager
Role Summary:
The Group Benefits Supervisor provides a consistent Excellent quality customer service experience for Group Benefits members, sponsors and providers who contact the Asia Service Centre Philippines by ensuring the Customer Care Representatives (CCRs) and SMEs are motivated, coached, developed and skilled to meet the GBCCC ASCP SLAs and performance targets. The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast paced work environment. The Supervisor reports to the Operations Manager.
Main Accountabilities:
Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis
Ensure a high retention of employees
Provide leadership, coaching, and mentoring to the Supervisors to develop their competencies and position them for success
Analyze metrics and ensure Supervisors are taking appropriate and timely action
Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results
Champion the coaching model
Foster a work environment that values the people and encourages participation, creativity, learning and accountability
Responsible for employee recruitment in order to meet business objectives
Ensure team adopts and sustains change
Identify opportunities for process and system improvements
Communicate openly with team ensuring messages and initiatives are clearly understood
Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies
Build and support a culture of continuous improvement, identifying improvement opportunities and ideas, supported by strong business logic
Interact directly with members, as required
Manage absenteeism/vacations as per the targets and policies
Participate in Projects as per the needs of the business
Qualifications/Competencies:
University degree with 5-7 years of work experience and at least the last 5 years in an International call center
Proven Customer Service Skills
Proven leadership capability and a strong results orientation
Ability to influence change through positive motivation
Capable of working in a structured and tactical management operating system
Strong coaching, leading and performance management skills
Able to Analyze, Identify improvement opportunities and build sustainable processes
Excellent change management skills
Strong communication skills (verbal and written)
Strong team player / team building skills
Strong IPR skills
Assets:
Understanding of Group Benefits and GB Operations
Previous experience in a Six Sigma and/or Lean environment
Cushman & Wakefield

Taguig City, Metro Manila
Permanent
Full-time