Mgr Asst Customer Care (PHL)

Carelon Global Solutions Philippines Inc; Pasig; On-site; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

Health and medical insurance

Rewards and recognition programs

Best-in-class office amenities

Job summary

Carelon Global Solutions Philippines Inc. is seeking a Manager Assistant Customer Care (PHL) to serve as the operations point of contact for day-to-day activities in our Manila offices. The role focuses on driving performance, coordinating staffing, and guiding CCRs to meet targets.

You will conduct performance reviews, lead process improvements, and collaborate with internal and external stakeholders to drive initiatives and ensure consistent service quality across teams.

Qualifications

• BA/BS degree required with 5 years in call center environments.
• Experience in performance reviews and coaching.
• Ability to coordinate staffing and scheduling for agents.

Responsibilities

• Serve as operations point of contact for day-to-day operations.
• Conduct performance reviews and drive management initiatives.
• Coordinate staffing and scheduling; hire and train direct reports.
• Drive program initiatives and policy inputs impacting operations.
• Lead CCR team to meet goals and metrics daily, weekly, monthly.

Skills

Call center experience

Team leadership

Performance management

Education

BA/BS degree

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 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.

Care meets innovation Our name translates to “providing full and complete care” and reinforces our commitment to putting people first in all that we do.

We specialize in contact center operations (call and chat) and clinical nurse operations for Elevance Health.

With four offices in prime locations across the Philippines—two in Manila and two in Iloilo,we boast a talent pool of more than 9,000 associates all working together to improve healthcare operations.

We use the right balance of care, technology, data, and expertise to streamline experiences and create value for our clients, people, and community.

We also recognize the value that our associates bring, and that is why we are committed to providing the same through competitive compensation and comprehensive benefits such as rewards and recognition programs, health and medical insurance, and best-in-class amenities to keep associates and their families healthy and secure.

• competitive compensation
• rewards and recognition programs
• health and medical insurance
• best-in-class amenities

At Carelon Global Solutions Philippines, we care for those who provide care. Join us today.

We celebrate and leverage our associates' limitless skills, talents, unique perspectives, and experiences. By respecting our people's culture and background, we foster a collaborative and purpose-driven workplace where everyone can grow and thrive in their careers.

If you are a recent senior high school or college graduate looking to get a head start in your career, we are the right team for you.

Our people-first approach supports professional development by providing associates with the right tools and training that align with their aspirations.