Customer Care Operations Manager

Elevance Health; Iloilo City; On-site; PHP 480,000 - 800,000; Full time

Job summary

Elevance Health is seeking a Mgr Asst Customer Care (PHL) to oversee daily operations, drive performance metrics and manage a CCR team. The role includes coordinating schedules, hiring and coaching staff, and acting as a liaison for program initiatives. A BA/BS and 5 years of call center experience are required.

The position emphasizes ensuring service goals are met and processes are aligned with organizational objectives, with a focus on performance and operational excellence.

Qualifications

• BA/BS; 5 years of related experience in a call center environment, or equivalent background.
• Experience in leading and evaluating direct reports to meet goals and metrics.

Responsibilities

• Serve as operations point of contact for day-to-day activities and issue resolution.
• Conduct performance reviews and participate in performance management initiatives.
• Lead a team of CCRs to meet or exceed daily, weekly and monthly metrics.
• Coordinate staffing and scheduling for agents, leaves, absences and attrition.
• Hire, train, coach, counsel and evaluate direct reports.
• Liaise with internal and external groups for program initiatives.

Skills

Team leadership

Performance management

Coaching

Staffing & scheduling

Education

BA/BS degree

Job description

Elevance Health is seeking a Mgr Asst Customer Care (PHL) to oversee daily operations, drive performance metrics and manage a CCR team. The role includes coordinating schedules, hiring and coaching staff, and acting as a liaison for program initiatives. A BA/BS and 5 years of call center experience are required.

The position emphasizes ensuring service goals are met and processes are aligned with organizational objectives, with a focus on performance and operational excellence.