Healthcare Contact Center Leader – Service Excellence

Value Care Health Systems, Inc; Pasig; On-site; PHP 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Leave benefits

HMO from day one

Performance bonus

Profit sharing

Life insurance

Health coverage for dependents

Retirement benefits

Annual salary increase

Birthday leave

Uniform allowance

Medicine allowance

Company trainings

Job summary

Value Care Health Systems, Inc. is seeking a Customer Service Manager to lead the end-to-end Contact Center Operations, ensuring operational excellence and outstanding customer experience for members, providers, corporate clients, and internal stakeholders.

The role oversees daily call center operations, service level performance, workforce management, quality assurance, training, and people development to reflect our standards of Customer Service Excellence and align with medical operations,

Qualifications

• Bachelor’s Degree in Business Management or related field is preferred.
• 7–10 years of progressive experience in Customer Service / Call Center Operations.
• Experience in HMO, Insurance, Healthcare, or Medical Services is a strong advantage.
• Strong expertise in customer service excellence, QA, workforce management, and operations.
• Proficient in MS Office and contact center systems (CRM, ACD, dialers, ticketing tools).
• Strong analytical skills with KPI dashboards and workforce planning tools.
• Excellent English and Filipino communication skills.
• High emotional intelligence, professionalism, and conflict-resolution skills.
• Willing to work on-site in Pasig City.

Responsibilities

• Lead and manage end-to-end Contact Center operations, ensuring service level performance and customer satisfaction targets are met.
• Oversee daily call center activities, workforce planning, scheduling, and staffing optimization.
• Establish and enforce SOPs, escalation protocols, and quality standards across all service channels.
• Drive customer service excellence through quality assurance, call monitoring, coaching, and calibration.
• Manage performance, coaching, and development of Supervisors, Team Leaders, and frontline staff.
• Monitor and analyze KPIs (AHT, FCR, TAT, CSAT, service levels, escalations) and recommend improvements.
• Collaborate with Medical Operations, Claims, Provider Relations, and Sales to resolve issues and improve customer journeys.
• Ensure compliance with company policies, data privacy regulations, and ISO quality standards.
• Build a high-performing, service-driven culture through engagement, recognition, and leadership initiatives.
• Prepare and present operational reports and insights to senior management.

Skills

Customer service excellence

Quality assurance

Workforce management

Leadership

MS Office

CRM

English and Filipino

Problem solving

Education

Bachelor’s Degree in any field

Tools

CRM

ACD

Dialers

Ticketing tools

Job description

Value Care Health Systems, Inc. is seeking a Customer Service Manager to lead the end-to-end Contact Center Operations, ensuring operational excellence and outstanding customer experience for members, providers, corporate clients, and internal stakeholders.

The role oversees daily call center operations, service level performance, workforce management, quality assurance, training, and people development to reflect our standards of Customer Service Excellence and align with medical operations,