DE031901-Delivery Operations Specialist

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Delivery Operations Specialist WORK SETUP: Return to Office RESPONSIBILITIES: . Oversees customer service representatives whose primary function is to handle customer service inquiries via inbound calls . Acts as the staff's first escalation point for all types of issues (people, process and technology) . Accountable for the overall skill/competency and development of his/her direct reports through performance coaching, mentoring and talent development efforts . Accountable for overall service level performance of associates according to established policies and business rules set by the client . Assists the Operations Customer Contact Manager in overall day to day operations through an effective monitoring and management of team performance . Responsible for maintaining contractual and regulatory compliance by knowing, understanding, correctly interpreting, and accurately applying requirements, regulations and standards. Reports suspected or confirmed issues on the same day of discovery to the manager and/or the Compliance Department . Responsible for ensuring staff's understanding of contractual and regulatory requirements and reporting immediately all suspected or confirmed issues or concerns to a manager and/or the Compliance Department . Provides leadership, mentoring, and supervision of staff . Responsible for reporting known or suspected data breaches or fraud on the day of discovery to the Compliance Department, and for conducting follow up investigation as needed . Performs Root Cause Analysis (RCA) for performance deviations and implement improvement plans and associate coaching as needed and. . Studies and analyzes VOC (Voice of the Customer) trends and customer feedback and works towards improving performance OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Project/Team Location: Cebu Filinvest Cyberzone Tower 2

SKILLS AND QUALIFICATIONS: . At least five years of relevant experience in service delivery and/or voice work . Minimum of 1 year of supervisory, team lead or subject matter expert experience in contact center services . No specific domain open to any industry . College graduate is required Preferred but not required: . Working knowledge of Life and Disability insurance management process and ability to interpret and apply member contracts and benefits . Knowledge of ICD-9 and ICD-10 and CPT codes . Experience in medical or insurance field

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