Senior Executive-Workforce Management-WFM

In this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage. Maintaining accuracy in reserves and payments while managing the lifecycle of claims is crucial. Adherence to company policies and procedures is paramount to ensure operational efficiency. You'll be responsible for managing both inbound and outbound calls, as well as other correspondence related to claims. Emphasizing customer satisfaction, building rapport, and facilitating effective communication are key aspects of this position, aiming for timely resolution of customer concerns. Additionally, you'll be expected to fulfill any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.

Ensure that the assigned targets in accordance with SLA are met  

Ensure that the quality of the transactions is in compliance with predefined parameters  

Ensure claim costs is controlled and leakage kept at a minimum

Ensure accuracy of reserves and payments and manage lifecycle of claims

Ensure adherence to Company Policies and Procedures

Managing calls – both inbound and outbound as well as all other correspondence on claims

Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns 

Any other essential function that may occur from time to time as directed by the Supervisor

English language proficiency

Previous international Voice experience

Good Computer navigation skills

Should be familiar with MS Office 

Possesses necessary knowledge of business concepts to effectively perform the job

Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others. 

Commits to achieving specific objectives and takes ownership for accomplishing them.

Responsible for handling high volumes of transactions.

Effectively balances quality, timeliness and productivity standards

Self-discipline

Result orientation 

Adaptability 

Listening and comprehension skills 

Questioning and Reasoning Skills

Customer Service focus and telephone etiquette

Ability to multi task, prioritize and manage daily work activities