Customer Care Ops Lead & People Coach

Carelon Global Solutions Philippines Inc; Iloilo; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Competitive compensation

Rewards and recognition programs

Health and medical insurance

Best-in-class amenities

Job summary

Carelon Global Solutions Philippines Inc in Iloilo is seeking an experienced Mgr Asst Customer Care to support daily operations, drive performance, and coordinate teams in a dynamic contact center environment.

The role emphasizes staffing, coaching, scheduling, and program initiatives to meet service metrics while delivering high-quality care. BA/BS and several years in a call center setting are required.

Qualifications

• Requires a BA/BS; 5 years of related experience in a call center environment.
• Combination of education and experience acceptable.

Responsibilities

• Serves as the operations point of contact for day-to-day operations.
• Conducts performance reviews and participates in performance management initiatives.
• Acts as a liaison for internal and external groups for program initiatives.
• Contributes to creating, launching and driving account initiatives and programs.
• Manages a team of CCRs to meet goals and metrics daily, weekly, monthly.
• Coordinates with workforce for staffing and scheduling of agents.
• Hires, trains, coaches, counsels, and evaluates direct reports.

Skills

Team management

Coaching

Staffing

Performance reviews

Education

BA/BS

Job description

Carelon Global Solutions Philippines Inc in Iloilo is seeking an experienced Mgr Asst Customer Care to support daily operations, drive performance, and coordinate teams in a dynamic contact center environment.

The role emphasizes staffing, coaching, scheduling, and program initiatives to meet service metrics while delivering high-quality care. BA/BS and several years in a call center setting are required.