Account Coordination Team Leader

hace 2 semanas

Colombia ttg Talent Solutions A tiempo completo

Account Coordinator Leader.

Location:
Medellin - Colombia.

Summary:


The Account Coordinator Leader must train, educate, supervise and evaluate the daily activities of the account coordinator team, providing comprehensive support and working hand in hand with the account manager team.

The objective is to work closely with staff and operational teams in a cross-functional manner to ensure timely and successful service delivery in relation to the different business lines and products offered by VUMI and its affiliates.

This role is responsible for the supervision and performance of the team that functions as a liaison between departments and agents, providing administrative support to improve the service experience.

The leader will collaborate closely with the team of Account Managers, Sales and Operations to achieve a high percentage of resolution of general business queries to the first contact and maintain service and quality standards.


Responsibilities:

  • Define and measure the objectives of the department such as average waiting time, average resolution time, response rate to the first contact, percentage of call abandonment, among others.
  • Supervision at team and individual level to maintain telephone attention in accordance with department guidelines.
  • Be part of the hiring, training and onboarding of new employees.
  • Supervise, train and provide guidance to staff on an ongoing basis.
  • Evaluate the work of the Coordinators, lead, motivate and give them feedback to maximize performance.
  • Monitor the management of the mailbox and other communication channels to keep the queries received up to date.
  • Ensure that the department offers personalized service in a professional and cordial manner.
  • Respond to questions within the established response times and address any concerns that are raised by coordinators or agents with accurate and adequate information.
  • Ability to solve problems and handle complaints to provide useful solutions.
  • Anticipate the escalation of cases, intervene and take charge of the call when necessary.
  • Keep the team uptodate on products, tools, policies, and daytoday operational processes to provide support and offer assistance to agents.
  • Serve as the first point of contact for case analysis and agent support.
  • Gather information and start the review to transfer complex situations or cases that merit escalation for further analysis.
  • Maintain updated record of call handling, incident reporting and complaints for performance metrics and quality control.
  • Assist in the characteristics and management of plans and case status.
  • Interdepartmental collaboration to identify areas of improvement and opportunity.
  • Comply with the department's quality, performance and metrics standards.
  • Keep management informed about team management and report issues and problems that require review.
  • Prepare performance reports and results monthly or as required.

Skills and Experience:

  • Bilingual, high level of proficiency in English and Spanish. Portuguese is an additional.
  • Experience in the health insurance industry.
  • Experience in supervising or leading staff.
  • Experience handling phone calls.
  • Excellent oral and written communication skills, assertive and well articulated.
  • Ability to teamwork and collaboration.
  • Ability to work under pressure and results oriented.
  • Strong interpersonal skills and attention to detail.
  • Excellent organizational and leadership skills.
  • Knowledge of telephone equipment and relevant computer programs.
  • Skilled with Microsoft Office programs, such as Word, Excel, PowerPoint, etc.

Education / Vocational Training:
Associate degree or higher from an accredited institution, preferably in the area of business, marketing or related fields.

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