Customer Care Operations Lead

Carelon Global Solutions Philippines Inc; Pasig; On-site; PHP 50,000 - 70,000; Full time

Job summary

Carelon Global Solutions Philippines is seeking a Manager Assistant Customer Care in Metro Manila. You will act as operations point of contact for day-to-day activities and support performance targets.

Responsibilities include conducting performance reviews, coaching, scheduling, staffing, and guiding a team of CCRs to meet metrics. BA/BS and 5 years in call center required; competitive compensation and benefits offered.

Qualifications

• Requires a BA/BS; 5 years of related experience in a call center environment; or any combination of education and experience, which would provide an equivalent background.

Responsibilities

• Contributes in creating, launching and driving critical account initiatives and programs.
• Provides inputs to policies and processes impacting the operations.
• Manages a team of CCR's in the optimal execution of operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly and monthly basis.
• Coordinates with workforce for staffing requirements and scheduling of agents given leaves, absences and attrition.
• Hires, trains, coaches, counsels, and evaluates performance of direct reports.

Education

BA/BS

Job description

Carelon Global Solutions Philippines is seeking a Manager Assistant Customer Care in Metro Manila. You will act as operations point of contact for day-to-day activities and support performance targets.

Responsibilities include conducting performance reviews, coaching, scheduling, staffing, and guiding a team of CCRs to meet metrics. BA/BS and 5 years in call center required; competitive compensation and benefits offered.