AssistantManager

Ex; Muntinlupa; On-site; PHP 650,000 - 900,000; Full time

Job summary

Ex is seeking an Assistant Manager (B1) to lead a team of Customer Service Representatives handling voice-based interactions in dental insurance operations. The role focuses on daily performance, service levels, quality, and productivity targets to deliver a positive customer experience.

You will provide hands-on leadership through coaching, real-time floor support, and performance management, address escalations, and resolve complex customer concerns while ensuring compliance and data privacy.

Qualifications

• Experience leading a customer service team in voice-based operations.
• Ability to drive SLAs, quality, and productivity targets.
• Strong knowledge of compliance and data privacy requirements.

Responsibilities

• Lead a team of Customer Service Representatives handling voice-based interactions.
• Drive daily performance, service levels, quality, and productivity targets to deliver a positive experience.
• Provide coaching, floor support, and performance management; address escalations.
• Ensure adherence to process guidelines, compliance standards and data privacy.

Skills

Team leadership

Coaching

Performance management

Voice-based customer service

Job description

The Assistant Manager (B1) is responsible for leading a team of Customer Service Representatives handling voice-based customer interactions within dental insurance operations. The role focuses on driving daily performance, ensuring achievement of service level, quality, and productivity targets, and delivering a positive customer experience.

The Assistant Manager provides hands-on leadership through coaching, real-time floor support, and performance management, while addressing escalations and resolving complex customer concerns. The role also ensures adherence to process guidelines, compliance standards, and data privacy requirements.

In partnership with Quality, Training, and Workforce teams, the Assistant Manager drives continuous improvement, supports capability development, and reinforces a culture of accountability and service excellence. This role reports to the Lead Assistant Manager and serves as a key contributor to operational success and team engagement.