Mgr Asst Customer Care PHL

Elevance Health; Iloilo City; On-site; PHP 480,000 - 800,000; Full time

Job summary

Elevance Health is seeking a Mgr Asst Customer Care (PHL) to oversee daily operations, drive performance metrics and manage a CCR team. The role includes coordinating schedules, hiring and coaching staff, and acting as a liaison for program initiatives. A BA/BS and 5 years of call center experience are required.

The position emphasizes ensuring service goals are met and processes are aligned with organizational objectives, with a focus on performance and operational excellence.

Qualifications

• BA/BS; 5 years of related experience in a call center environment, or equivalent background.
• Experience in leading and evaluating direct reports to meet goals and metrics.

Responsibilities

• Serve as operations point of contact for day-to-day activities and issue resolution.
• Conduct performance reviews and participate in performance management initiatives.
• Lead a team of CCRs to meet or exceed daily, weekly and monthly metrics.
• Coordinate staffing and scheduling for agents, leaves, absences and attrition.
• Hire, train, coach, counsel and evaluate direct reports.
• Liaise with internal and external groups for program initiatives.

Skills

Team leadership

Performance management

Coaching

Staffing & scheduling

Education

BA/BS degree

Job description

Job Description:

Position Title:

Mgr Asst Customer Care (PHL)

Job Description:

Responsible for serving as the operations point of contact in for day to day operations, including but not limited to, facilitating issue resolution, meeting goals and targets Primary duties may include, but are not limited to: Conducts Performance reviews and participates in performance management initiatives. Acts as a liaison for both internal and external groups for program initiatives. Contributes in creating, launching and driving critical account initiatives and programs. Provides inputs to policies and processes impacting the operations. Manages a team of CCR’s in the optimal execution of operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly and monthly basis. Coordinates with workforce for staffing requirements and scheduling of agents given leaves, absences and attrition. Arranges schedules to meet the service metrics by efficiently handling the forecast and / or spikes in call. Hires, trains, coaches, counsels, and evaluates performance of direct reports. Requires a BA/BS; 5 years of related experience in a call center environment; or any combination of education and experience, which would provide an equivalent background.