Call Center Manager

Confidential; Makati; On-site; PHP 670,000 - 1,339,000; Full time

Job summary

Confidential in Metro Manila is seeking an experienced Head of Customer Service Operations to lead a team handling inquiries, complaints, and escalations, ensuring top-notch customer experience. You will oversee LOA issuance, coach staff, and drive performance while coordinating with providers and IT to improve service delivery.

The role requires a strong background in service level management, workforce planning, and regulatory compliance, with 5+ years in a supervisory healthcare/service

Qualifications

• Bachelor's degree in Nursing, Medical Technology, Pharmacy, Physical Therapy, Public Health, Healthcare Administration, Business Administration, or related field.
• MBA or related master's degree is an advantage.
• Minimum of 5 years of experience in Customer Service, Call Center Operations, HMO, Healthcare Benefits, or Life Insurance Operations in a supervisory or managerial role.
• Experience managing customer service teams, healthcare provider coordination, claims, or pre-authorization/LOA processing.
• Strong background in service level management, workforce planning, quality assurance, and performance management.
• Experience handling customer complaints, escalations, and regulatory compliance.

Responsibilities

• Lead the team in handling customer inquiries, requests, complaints, and escalations while ensuring excellent customer experience.
• Oversee timely, accurate, and compliant issuance of LOAs and ensure adherence to benefit provisions and policies.
• Manage, coach, and develop team members to achieve performance targets and service excellence.
• Monitor productivity, quality, and process improvements to enhance operational efficiency.
• Ensure compliance with company policies and regulatory requirements; prepare management reports.
• Coordinate with healthcare providers, IT, and internal teams to resolve issues and improve service delivery.
• Other tasks/projects that may be assigned from time to time.

Skills

Customer service leadership

Team coaching

Regulatory compliance

Service level management

Workforce planning

Quality assurance

Performance management

Healthcare coordination

LOA processing

Escalation handling

Education

Bachelor's degree in Nursing, Medical Technology, Pharmacy, Physical Therapy, Public Health, Healthcare Administration, Business Administration, or related field

MBA in Healthcare Management or related field

Job description

• Lead the team in handling customer inquiries, requests, complaints, and escalations while ensuring excellent customer experience.
• Oversee timely, accurate, and compliant issuance of LOAs and ensure adherence to benefit provisions and policies.
• Manage, coach, and develop team members to achieve performance targets and service excellence.
• Monitor productivity, quality, and process improvements to enhance operational efficiency.
• Ensure compliance with company policies and regulatory requirements; prepare management reports.
• Coordinate with healthcare providers, IT, and internal teams to resolve issues and improve service delivery.
• Other tasks/projects that may be assigned from time to time.

REQUIREMENTS:

• Bachelor's degree in Nursing, Medical Technology, Pharmacy, Physical Therapy, Public Health, Healthcare Administration, Business Administration, or any related field
• Master's Degree in Business Administration (MBA), Healthcare Management, or related field is an advantage
• Minimum of 5 years of experience in Customer Service, Call Center Operations, HMO, Healthcare Benefits, or Life Insurance Operations in a supervisory or managerial role.
• Experience managing customer service teams, healthcare provider coordination, claims, or pre-authorization/LOA processing.
• Strong background in service level management, workforce planning, quality assurance, and performance management
• Experience handling customer complaints, escalations, and regulatory compliance