Customer Care Operations Manager — Team Lead

Carelon Global Solutions Philippines, Inc.; Iloilo; On-site; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Health insurance

Rewards program

Job summary

Carelon Global Solutions Philippines, Inc. is seeking a Manager Assistant for Customer Care in Iloilo. The role serves as the operations point of contact, guiding the CCR team and ensuring service metrics are met through coaching, scheduling, and performance management.

You will collaborate with internal stakeholders to drive initiatives, implement policies, and help optimize day-to-day customer care operations while maintaining compliance and quality standards.

Qualifications

• BA/BS required; 5 years or more in a call center environment.

Responsibilities

• Conducts performance reviews and participates in PM initiatives.
• Liaises with internal and external groups for program initiatives.
• Manages CCR team to meet daily/weekly/monthly targets and metrics.
• Coordinates staffing and scheduling of agents, leaves, and attrition.
• Hires, trains, coaches and evaluates direct reports.

Skills

Team leadership

Communication

Performance management

Education

BA/BS in related field

Job description

Carelon Global Solutions Philippines, Inc. is seeking a Manager Assistant for Customer Care in Iloilo. The role serves as the operations point of contact, guiding the CCR team and ensuring service metrics are met through coaching, scheduling, and performance management.

You will collaborate with internal stakeholders to drive initiatives, implement policies, and help optimize day-to-day customer care operations while maintaining compliance and quality standards.