Mgr, Customer Care

Carelon Global Solutions; Iloilo City; On-site; PHP 600,000 - 800,000; Full time

Job summary

Carelon Global Solutions in Iloilo City is seeking a leader to oversee the customer service staff and establish departmental policies and procedures. The role includes directing the implementation and administration of benefit programs, and preparing communications on program changes and disclosures.

The position requires a BA/BS and at least 1 year in a leadership role plus 5 years of related customer service experience, or an equivalent background.

Qualifications

• Requires BA/BS; 1 year of leadership experience and 5 years related customer service experience, or any combination of education and experience that provides equivalent background.

Responsibilities

• Oversee customer service staff and provide leadership for the team.
• Establish and implement departmental policies and procedures.
• Direct the administration of benefit programs.
• Prepare and communicate information regarding benefit programs, procedures, changes, and government disclosures.
• Audit for efficiency and compliance with policies; produce specialized reports.
• Hire, train, coach, and evaluate performance of direct reports.

Skills

Leadership

Customer service

Education

BA/BS required

Job description

Job Description Summary

Responsible for providing oversight for customer service staff. Responsible for establishing departmental policies and procedures. Primary duties may include but are not limited to: Directs implementation and administration of benefit programs. Prepares and communicates information to appropriate parties regarding benefit programs, procedures, changes, and government mandated disclosures. Audits to monitor efficiency and compliance with policies; prepares specialized reports; may be assigned to special project work consistent with the role and dictated by the needs of the business. Hires, trains, coaches, counsels, and evaluates performance of direct reports; Requires BA/BS; 1 year of experience in a leadership role and 5 years related customer service experience, or any combination of education and experience, which would provide an equivalent background.