BES CS Manager
Core
Lead and manage Customer Service Consultants to deliver agreed customer service experiences, meet SLAs, and drive continuous improvement in a healthcare sector organization.
Role type
Senior Customer Service Manager (Health Insurance)
Builds
Customer service operations and team performance for Bupa Global's international health insurance division
Domain
Health Insurance / Customer Service
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, performance management, SLA delivery, recruitment and academy function leadership, workforce planning, stakeholder communication, continuous improvement, conflict resolution, employee engagement management, regulatory compliance knowledge
Preferred skills
B2B sales experience, corporate level negotiation, revenue growth strategies, market knowledge in corporate distribution
Technologies
None stated
Responsibilities
Lead recruitment and the academy function, drive communication processes and team alignment, manage resources in line with workforce plans, monitor call and email performance, coach and develop team members, resolve escalated customer issues, manage team performance and absences, drive key targets including first call resolution and Net Promoter scores, ensure compliance with 'treating customers fairly' regulations
Seniority
Senior, hands-on IC