Mgr Asst Customer Care (PHL)

Elevance Health; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Elevance Health is seeking a Manager Assistant Customer Care in Pasig City. The role oversees daily operations, drives issue resolution, and leads a CCR team to achieve service metrics.

The candidate typically holds a BA/BS and has substantial call center experience, with responsibility for staffing, training, and performance evaluation. Responsibilities include coordinating with workforce planning, scheduling agents, and driving programs and policies to improve operations.

Qualifications

• BA/BS degree required or equivalent combination of education and experience.
• 5 years of related call center experience or equivalent background.

Responsibilities

• Serves as operations point of contact for day-to-day operations.
• Facilitates issue resolution and helps meet goals/targets.
• Leads performance reviews and participates in performance initiatives.
• Acts as liaison for internal and external groups for program initiatives.
• Contributes to policy/process improvements affecting operations.
• Manages CCR team to meet/exceed daily, weekly, monthly metrics.
• Coordinates staffing and scheduling for leaves, absences, attrition.
• Hires, trains, coaches, and evaluates direct reports.

Skills

Call center management

Team leadership

Performance management

Education

BA/BS

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.