Customer Care Operations Manager

Carelon Global Solutions Philippines; Iloilo; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Carelon Global Solutions Philippines is seeking an Operations Lead to oversee daily call center activities in Iloilo. You will drive performance, manage a team of CCRs, and coordinate staffing to meet service metrics.

The role requires a BA/BS and at least five years in a call center environment, with a proven track record of coaching, performance reviews, and cross-functional collaboration to implement initiatives and improve operations.

Qualifications

• BA/BS required.
• 5 years of related experience in a call center environment.
• Equivalent combination of education and experience.

Responsibilities

• Serve as operations point of contact for day-to-day call center operations.
• Conduct performance reviews and contribute to performance management initiatives.
• Coordinate staffing, scheduling, leaves, absences and attrition.
• Hire, train, coach, counsel and evaluate direct reports.
• Drive account initiatives and improve service metrics daily, weekly and monthly.

Skills

Team leadership

Performance management

Staff coordination

Education

BA/BS degree

Job description

Carelon Global Solutions Philippines is seeking an Operations Lead to oversee daily call center activities in Iloilo. You will drive performance, manage a team of CCRs, and coordinate staffing to meet service metrics.

The role requires a BA/BS and at least five years in a call center environment, with a proven track record of coaching, performance reviews, and cross-functional collaboration to implement initiatives and improve operations.