Customer Care Operations Leader

Carelon Global Solutions; Pasig; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Carelon Global Solutions is seeking an experienced operations leader to serve as the primary point of contact for day-to-day call center activities in the Philippines. The role includes directing performance management, staffing, and program initiatives to meet targets and metrics.

The ideal candidate will have a BA/BS with 5 years in a call center environment and proven leadership, stakeholder management, and change management skills.

Qualifications

• Bachelor's degree required.
• 5+ years of related experience in a call center environment.
• Experience leading and developing teams.

Responsibilities

• Acts as operations point of contact for day-to-day activities.
• Conducts performance reviews and participates in performance management.
• Manages a team of CCRs to meet goals and metrics daily, weekly, and monthly.
• Coordinates staffing and scheduling for leaves and attrition.
• Hires, trains, coaches, and evaluates direct reports.
• Leads program initiatives and process improvements.

Skills

People management

Operations knowledge

Leadership

Stakeholder management

Change management

Education

Bachelor's degree

Job description

Carelon Global Solutions is seeking an experienced operations leader to serve as the primary point of contact for day-to-day call center activities in the Philippines. The role includes directing performance management, staffing, and program initiatives to meet targets and metrics.

The ideal candidate will have a BA/BS with 5 years in a call center environment and proven leadership, stakeholder management, and change management skills.