Hiring Operations Team Leader (PHRN)

SAGILITY PHILIPPINES B.V. BRANCH OFFICE; Quezon City; On-site; PHP 420,000 - 640,000; Full time

Job summary

SAGILITY PHILIPPINES B.V. BRANCH OFFICE is seeking a Customer Service Supervisor to lead a team of Advocates, motivate performance, and ensure excellent service for US healthcare accounts.

You will partner with capacity planners, coach staff, and implement process improvements. This role emphasizes listening to customers, setting clear expectations, and collaborating with HR and tech partners to support operation metrics and customer outcomes.

Qualifications

• 3+ years of customer service or advocacy experience.
• US Healthcare Account handling experience.
• Experience and passion for leading, developing and motivating employees.
• Deep understanding and passion for serving customers.
• Excellent communication, interpersonal and negotiation skills.
• Ability to drive change and make process improvements.
• Strong time management skills.
• 2+ years of experience managing a Customer Service or Contact Center environment preferred.
• 2+ years experience as a SME, Lead or Quality or Performance Coach preferred.
• 2+ years of experience using KPI tools to access and improve performance preferred.

Responsibilities

• Leads and supports the daily operations of a team of 15 Advocates; either virtually or in an office.
• Motivates, coaches and develops team members.
• Meets daily with Advocates to recognize good behaviors, provide coaching on needed improvement, and ensure action and follow up plans are created.
• Communicates clear expectations and behaviors through individual and team meetings and builds accountability within the team.
• Reinforces the importance of listening to customers, advocating for them by sharing information that will help them to better meet their healthcare needs.
• Partners with short and long term capacity planners to meet resource needs to deliver on operational and customer expectations.
• Uses metrics to identify needed performance improvement, customer trends and other areas of opportunity for continuous improvement.
• Participates in the technology strategy and implementation of initiatives.
• Collaborates with technology partners and cross functional groups to maximize effectiveness and efficiency.
• Participates with HR in hiring, onboarding, training, development, compensation planning and performance management.

Job description

About the role

In this vital role, the Customer Service Supervisor is focused on engaging and motivating their team to make personal connections with customers. They support Service Advocates by ensuring they have the right tools and training, to identify root causes for service challenges, and by helping to remove barriers to excellent service. Customer focus, motivating others, setting priorities and removing barriers for your team are some of the essential skills required. Continuous improvement, and working collaboratively with other departments and colleagues, will be critical to success.

Key responsibilities

• Leads and supports the daily operations of a team of 15 Advocates; either virtually or in an office.

• Motivates, coaches and develops team members.

• Meets daily with Advocates to recognize good behaviors, provide coaching on needed improvement, and ensure action and follow up plans are created.

• Communicates clear expectations and behaviors through individual and team meetings and builds accountability within the team.

• Reinforces the importance of listening to customers, advocating for them by sharing information that will help them to better meet their healthcare needs.

• Partners with short and long term capacity planners to meet resource needs to deliver on operational and customer expectations.

• Uses metrics to identify needed performance improvement, customer trends and other areas of opportunity for continuous improvement.

• Participates in the technology strategy and implementation of initiatives.

• Collaborates with technology partners and cross functional groups to maximize effectiveness and efficiency.

• Participates with HR in hiring, onboarding, training, development, compensation planning and performance management.

About you

• 3+ years of customer service or advocacy experience required

• US Healthcare Account handling experience required

• Experience and passion for leading, developing and motivating employees required

• Deep understanding and passion for serving customers

• Excellent communication, interpersonal and negotiation skills required

• Ability to drive change and make process improvements required

• Strong time management skills required

• 2+ years of experience managing a Customer Service or Contact Center environment preferred

• 2+ years experience as a SME, Lead or Quality or Performance Coach preferred

• 2+ years of experience using KPI tools to access and improve performance preferred