Mgr, Customer Care

Carelon Global Solutions; Metro Manila; On-site; PHP 600,000 - 800,000; Full time

Job summary

Carelon Global Solutions in the Philippines seeks a leader to oversee our customer service staff, shaping policy and directing program administration to ensure service excellence and regulatory compliance.

The role requires a BA/BS, at least one year in a leadership role and five years in customer service or an equivalent background; you will hire, train, coach, and evaluate staff while coordinating with other departments on benefit programs and related disclosures.

Qualifications

• BA/BS degree required.
• At least 1 year in a leadership role.
• At least 5 years related customer service experience or equivalent background.

Responsibilities

• Oversee customer service staff and ensure high-quality service delivery.
• Establish departmental policies and procedures to guide operations.
• Direct implementation and administration of benefit programs and related disclosures.
• Audit processes to ensure efficiency and compliance with policies and generate reports.
• Hire, train, coach, counsel and evaluate performance of direct reports.

Skills

Leadership

Policy development

Coaching

Communication

Education

BA/BS degree

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.