Customer Service Manager - Operations

Sagility Philippines B.V Branch; Philippines; On-site; PHP 700,000 - 1,300,000; Full time

Job summary

Sagility Philippines B.V Branch in Quezon City, Philippines, seeks a Customer Service Manager - Operations to lead a large virtual contact center. You will motivate and manage a multi-site team to deliver customer‑centred service, with emphasis on performance, coaching, and continuous improvement.

Ideal candidate will have 5+ years in contact center operations, strong leadership, and experience improving customer experience via NPS and cross‑functional collaboration.

Qualifications

• Strong operational orientation with leadership in a matrixed environment.
• Proven ability to drive change and improve customer experience.
• Excellent verbal and written communication; problem solving and collaboration.

Responsibilities

• Leads 8–10 Front Line Supervisors and 100+ staff across 24x7 shifts.
• Directs service activities to support customer experience strategy.
• Partner with HR on compensation, performance management and staffing initiatives.
• Coordinate with sales, account management and tech teams as needed.
• Drive workforce management to optimize efficiency without reducing service quality.

Skills

Leadership

Customer service orientation

NPS experience

Multichannel leadership

Matrix organization navigation

Education

High School Diploma or equivalent

Bachelor's Degree preferred

Job description

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The Customer Service Manager is responsible for managing a Medical Contact Center Operations team in a virtual environment. Engage and motivate a large team with diverse skills, responsibilities, and geographic locations to deliver Customer Centered service through a time of significant change. Drive collaboration with matrix partners to understand and deliver upon our promises to our customers, clients, and employees.

Job title: Customer Service Manager - Operations

Job Description

Education

• High School Diploma or equivalent required.
• Bachelor's Degree preferred.

Experience

• 5+ years' experience managing within a Contact Center or Call Center Operations Management environment required
• Experience in leading multi-channel virtual operational teams.
• Experience leading in a Customer Centric culture. Strong customer service orientation.
• Experience with Net Promoter Score (NPS) preferred and a proven history of improving an operation's overall effectiveness and efficiency while improving the customer experience.

Mandatory Skills

• Strong operational orientation and competence. Demonstrated influential leadership in/with a highly matrixed operations organization.
• Proven results in leading an organization and peers through changing business and/or operations priorities.
• Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team.
• Ability to motivate, inspire and rally a team around a common vision.
• Exceptional verbal and written communication skills with demonstrated ability to research, problem solve, trouble shoot, lead, influence and partner across a matrix organization.

Preferred Skills

Roles & responsibilities

• Leads a team of 8 to 10 Front Line Supervisors and Staff (total span of control 100+), across 24 x 7 service shifts
• Directs the overall service related activities for the team's customer service function. Supports the company's customer experience and operations strategies
• Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming and employee development
• Interfaces with other service functions and business units (e.g. sales, account management, technology) accordingly
• Directs workforce management execution to optimize operational efficiencies while not compromising the customer experience.
• Executes technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests.
• Develops innovative solutions
• Anticipates Customer needs and proactively develops solutions to meet them;
• Solves unique and complex problems with broad impact on the business;
• Develops and manages business plans to achieve objectives.
• Manages external and internal service compliance; identify risk/compliance opportunities; supports assessment and mitigation of identified risks; responsible to corporate risk and other compliance functions
• Continuously identify, analyze, and drive service expense opportunities by employer group and by account; deliver short- and long-term savings to the company and customers by enhancing the service experience; influence others to consider the customer's service expense opportunities
• Acts as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff, and driving operational improvement efforts that positively impact customer centricity, accuracy, and efficiency
• Develop direct reports through coaching, delegation and guidance to master current roles and expand their influence for more responsibility or another client role
• Focus on improving the Customer Experience through coaching, guidance and identification/execution of operational improvement opportunities. Collaborate with Quality and Coaching to improve overall audit performance on customer surveys.

Location

Quezon City, Bridgetowne GBF Center 1Philippines

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries. Already keen? Discover your next role with Sagility, a great place to work.