Summary
Date Posted: Tuesday, October 18, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
• Key to the role will be building/maintaining an in depth knowledge of Communication and Contact Centre process to continuously improve the processes and share that knowledge to deliver a high quality customer centric service offering. Your role includes:

Knowledge Management and Training
• Building and maintaining a solid in depth knowledge in COM process
• Being an expert user of any of the used tools within the team
• Being the organizational ambassador for your knowledge area within your own team and across the wider organization.
• You are the go to person in case of questions on your area of expertise.
• Document controlling for procedures and processes that link to the process(Updating Knowledge Exchange)
• Provide support & assistance in Training new hires (work with trainer to define needs and delivery and organize training materials)
• Give training on Contracts, procedures and processes and systems
• Support and feedback to SV /Manager on the training
• Identify any training needs found within the department and address appropriately.

Projects & Continuous improvement
• Encouraging the implementation of any new processes, updating processes when necessary and follow up with necessary updates.
• Collaboration- Work with different team to improve the internal process and address the system limitation (SF –Defects) immediately with respective stakeholder.
• Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes.

People / Client /Customers
• Take complete ownership of customer contacts and ensure complete resolution
• Actively make recommendations / suggestions to help improve the customer experience.
• Continued focus on the delivery of NPS/Audits results by sharing results, feedback, data analysis, training and knowledge management.
• Embrace changes from NPS, quality audits and feedback taking personal ownership and seek ways to investigate ways to improve these areas, engage employees and improve metrics.
• Actively create and promote team engagement (recognition, communication, engagement events)

Reports :
• Familiar with contact centre reports and propose improvements based on the data.
• Familiar with Salesforce reports and support on TAT and Inventory management.

Your Profile
• Strong performance track record
• International mind-set, with holistic attitude and able to work remotely with peers across locations
• 2 years of Cigna experience
• Good communication skills, and knowledge of Window tools, e.g. Excel , PowerPoint, Windows.
• A growth mind-set with a positive attitude towards change and the ability to play an active role in implementing change initiatives within your own process
• Action-orientated problem-solving attitude
• Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
• Accountability – assume ownership for achieving personal results and collective team goals

Education Requirement: No Requirements

Work Hours: 8

Experience in Months: 24

Job application procedure
• Interested and qualified? Click here to apply

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