Operations Supervisor - Italian Contact Center H/F

Description de l'offre

To efficiently supervise, and be responsible for all operational activities for Italy PPI portfolio, through streamlined processes and procedures.1. Supervise and be responsible for Customer Care – Italy
- Manage and support the end customer care activity in terms of customer calls and staff availability to take calls
- Ensure staff are trained to answer the customer call queries
- Manage the reporting of customer call activities and ensure capacity planning is adequate
- Report to management on customer call trends and manage those trends in conjunction with Operations Manager
- Create a culture which encourages each individual to have the passion to deliver exceptional service through high quality interaction with the patient
- Optimise and re-engineer processes to ensure customers have quicker access to information with a view to continuously reducing call and email volumes.
- Ensure the SLA's are met and regularly maintained.2. Supervise and be responsible for Medical Underwriting
- Manage the day to day medical underwriting volumes and a small team of medical underwriting experts
- Manage customer and bank network queries in relation to medical selection
- Coordinate resources in an efficient way as to ensure SLA delivery
- Report to management on customer call trends and manage those trends in conjunction with Operations Manager
- Create a culture which encourages each individual to have the passion to deliver exceptional service through high quality interaction with the patient
- Ensure the SLA's are at least met but ideally exceeded 3. Supervise and be responsible for Team Quality
- Ensure that monthly team quality audits are implemented,
- Monitor results and provide feedback on a team and individual basis,
- Highlight any team or individual quality issues to the Operations Manager immediately.4. Assist in creating and amending procedures
- Review all existing procedures on the CACI business to be planned through the year,
- Assist in creating and updating operational procedures as and when necessary, for new and existing business,
- Ensure the application of all CACI working procedures.5. Supervise and be responsible for Partnership Management 1. Manage and support the local Finance Partners and TPAs in relation to all aspects of Operations for the Italian portfolio,2. Plan a schedule of onsite partnership management visits per year to both Finance Partners and TPAs in conjunction with the local business development teams,3. Monitor the number of calls to the Finance Partners and TPAs as well as emails to dedicated inbox for reporting purposes,4. Implement a partnership management and end customer service culture within the team,5. Be the point of contact for Partners and Italian Branch on all Customer Service Matters.6. Monitor performance and provide on-going support, coaching and feedback to team members
- To allocate workload to team members according to competence, experi

Profil recherché

3 to 5 years proven experience in claims administration
- preferably in Payment Protection Insurance or Financial services
3. People Management 4. Skills & Competencies:Claims handling and complaints resolution competencies & Medical Underwriting,English and Italian fluency necessary and French language will be an advantage.
High level of fluency in French spoken and written is highly desirable5. European Travel
Pack Office