Customer Care Operations Lead

Elevance Health; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Elevance Health is seeking a Manager Assistant Customer Care in Pasig City. The role oversees daily operations, drives issue resolution, and leads a CCR team to achieve service metrics.

The candidate typically holds a BA/BS and has substantial call center experience, with responsibility for staffing, training, and performance evaluation. Responsibilities include coordinating with workforce planning, scheduling agents, and driving programs and policies to improve operations.

Qualifications

• BA/BS degree required or equivalent combination of education and experience.
• 5 years of related call center experience or equivalent background.

Responsibilities

• Serves as operations point of contact for day-to-day operations.
• Facilitates issue resolution and helps meet goals/targets.
• Leads performance reviews and participates in performance initiatives.
• Acts as liaison for internal and external groups for program initiatives.
• Contributes to policy/process improvements affecting operations.
• Manages CCR team to meet/exceed daily, weekly, monthly metrics.
• Coordinates staffing and scheduling for leaves, absences, attrition.
• Hires, trains, coaches, and evaluates direct reports.

Skills

Call center management

Team leadership

Performance management

Education

BA/BS

Job description

Elevance Health is seeking a Manager Assistant Customer Care in Pasig City. The role oversees daily operations, drives issue resolution, and leads a CCR team to achieve service metrics.

The candidate typically holds a BA/BS and has substantial call center experience, with responsibility for staffing, training, and performance evaluation. Responsibilities include coordinating with workforce planning, scheduling agents, and driving programs and policies to improve operations.