Dental Insurance Customer Service Lead

Ex; Muntinlupa; On-site; PHP 650,000 - 900,000; Full time

Job summary

Ex is seeking an Assistant Manager (B1) to lead a team of Customer Service Representatives handling voice-based interactions in dental insurance operations. The role focuses on daily performance, service levels, quality, and productivity targets to deliver a positive customer experience.

You will provide hands-on leadership through coaching, real-time floor support, and performance management, address escalations, and resolve complex customer concerns while ensuring compliance and data privacy.

Qualifications

• Experience leading a customer service team in voice-based operations.
• Ability to drive SLAs, quality, and productivity targets.
• Strong knowledge of compliance and data privacy requirements.

Responsibilities

• Lead a team of Customer Service Representatives handling voice-based interactions.
• Drive daily performance, service levels, quality, and productivity targets to deliver a positive experience.
• Provide coaching, floor support, and performance management; address escalations.
• Ensure adherence to process guidelines, compliance standards and data privacy.

Skills

Team leadership

Coaching

Performance management

Voice-based customer service

Job description

Ex is seeking an Assistant Manager (B1) to lead a team of Customer Service Representatives handling voice-based interactions in dental insurance operations. The role focuses on daily performance, service levels, quality, and productivity targets to deliver a positive customer experience.

You will provide hands-on leadership through coaching, real-time floor support, and performance management, address escalations, and resolve complex customer concerns while ensuring compliance and data privacy.