Company Description
RSD Human Resource Management Consultancy is dedicated to helping companies meet their recruitment needs while assisting job seekers in starting successful careers. We specialize in providing expert HR solutions that align with business objectives and support workforce development. Our commitment is to create and sustain effective and efficient workplaces through tailored recruitment and HR services.
Education & Experience:
- Bachelor’s degree in Business Administration, Insurance, Tourism, or a related field (preferred but not required).
2–4 years of experience in a BPO setting, with at least 1–2 years in a leadership role managing an Insurance or Travel account.
- Strong background in insurance processes (claims processing, policy management, underwriting) and/or travel services (reservations, ticketing, customer support).
- Experience in handling escalations, quality assurance, and KPI management in a high-volume customer service environment.
Leadership & Soft Skills:
- Strong people management skills with experience in coaching, mentoring, and developing agents.
Ability to motivate and drive performance, ensuring the team meets and exceeds KPIs (e.g., CSAT, AHT, FCR, sales targets).
- Excellent communication and conflict resolution skills for handling customer escalations and internal team concerns.
- High level of adaptability and problem-solving in a fast-paced, high-pressure environment.
Strong decision-making and critical thinking skills to resolve customer issues efficiently.
Company Description
RSD Human Resource Management Consultancy is dedicated to helping companies meet their recruitment needs while assisting job seekers in starting successful careers. We specialize in providing expert HR solutions that align with business objectives and support workforce development. Our commitment is to create and sustain effective and efficient workplaces through tailored recruitment and HR services.
Education & Experience:
- Bachelor’s degree in Business Administration, Insurance, Tourism, or a related field (preferred but not required).
2–4 years of experience in a BPO setting, with at least 1–2 years in a leadership role managing an Insurance or Travel account.
- Strong background in insurance processes (claims processing, policy management, underwriting) and/or travel services (reservations, ticketing, customer support).
- Experience in handling escalations, quality assurance, and KPI management in a high-volume customer service environment.
Leadership & Soft Skills:
- Strong people management skills with experience in coaching, mentoring, and developing agents.
Ability to motivate and drive performance, ensuring the team meets and exceeds KPIs (e.g., CSAT, AHT, FCR, sales targets).
- Excellent communication and conflict resolution skills for handling customer escalations and internal team concerns.
- High level of adaptability and problem-solving in a fast-paced, high-pressure environment.
Strong decision-making and critical thinking skills to resolve customer issues efficiently.