Customer Care Operations Leader

Carelon Global Solutions Philippines Inc; Pasig; On-site; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

Health and medical insurance

Rewards and recognition programs

Best-in-class office amenities

Job summary

Carelon Global Solutions Philippines Inc. is seeking a Manager Assistant Customer Care (PHL) to serve as the operations point of contact for day-to-day activities in our Manila offices. The role focuses on driving performance, coordinating staffing, and guiding CCRs to meet targets.

You will conduct performance reviews, lead process improvements, and collaborate with internal and external stakeholders to drive initiatives and ensure consistent service quality across teams.

Qualifications

• BA/BS degree required with 5 years in call center environments.
• Experience in performance reviews and coaching.
• Ability to coordinate staffing and scheduling for agents.

Responsibilities

• Serve as operations point of contact for day-to-day operations.
• Conduct performance reviews and drive management initiatives.
• Coordinate staffing and scheduling; hire and train direct reports.
• Drive program initiatives and policy inputs impacting operations.
• Lead CCR team to meet goals and metrics daily, weekly, monthly.

Skills

Call center experience

Team leadership

Performance management

Education

BA/BS degree

Job description

Carelon Global Solutions Philippines Inc. is seeking a Manager Assistant Customer Care (PHL) to serve as the operations point of contact for day-to-day activities in our Manila offices. The role focuses on driving performance, coordinating staffing, and guiding CCRs to meet targets.

You will conduct performance reviews, lead process improvements, and collaborate with internal and external stakeholders to drive initiatives and ensure consistent service quality across teams.