Operations / Contact Center Manager

Job Description

The Operations Contact Center Manager roles cover multiple postings and locations. Responsibilities and qualifications are listed across various postings; this refined description consolidates those elements while preserving original wording where possible and organizing content into clear sections.

Responsibilities / Main Duties

• Provide leadership, direction and decision making in a high volume, fast paced, front line client service environment to ensure delivery of a consistent quality customer service experience for Group Benefits Ops members and providers.
• Motivate, coach, develop and ensure CCRs are skilled to meet performance targets; manage teams to deliver on all key performance metrics.
• Execute management operating system requirements for forecasting, planning, follow-up reporting and evaluation.
• Communicate effectively to ensure a consistent experience for representatives and members; interact directly with members as required.
• Manage team performance daily to ensure service and quality objectives are attained; analyze metrics and ensure Supervisors take appropriate action.
• Understand and deliver on key performance metrics and on financial objectives.
• Ensure staff have the knowledge, training, tools and technology needed to achieve business results; provide leadership, coaching, and mentoring to Supervisors.
• Champion the coaching model; foster a work environment that values people, participation, creativity, learning and accountability.
• Recruit staff to meet business objectives; ensure teams adopt and sustain change; identify opportunities for process and system improvements.
• Partner with other areas to promote understanding and knowledge exchange between business units; communicate openly with the team and stakeholders.
• Support and endorse the P4 culture (People, Partnership, Passion and Performance) and related philosophies.
• Balance workload and maximize utilization; resolve team/resource issues or elevate to service center leadership as needed.
• Drive standardized work processes, tools, and methodologies to improve quality and profitability.
• Provide training and guidance on compliance requirements and audit procedures as needed.

Qualifications and Competencies

• Proven Client Service Skills; results oriented with leadership capability.
• Ability to influence change through positive motivation; build consensus with a structured decision-making process.
• Strong coaching, leading and performance management skills; capable of building sustainable processes and continuous improvement opportunities.
• Strong communication skills (verbal and written) and strong interpersonal skills.
• Strong organizational and decision-making skills; ability to work in a structured management operating system.
• Proficiency with MS Excel/Word/PowerPoint; experience with data analysis and reporting.
• Must be Work From Home enabled with stable internet connection (at least 25 Mbps) in some postings.

Assets / Desired Experience

• Understanding of Six Sigma and/or Lean environments.
• Experience in leading client experience-based processes on CSAT and NPS.
• Experience transitioning new processes; ability to develop business cases to justify change.

General Requirements

• Bachelor’s degree preferred; strong client services focus with minimum 4 years in a customer service setting; at least 2 years in people management.
• Experience in health & welfare and/or defined benefit pension plans is desirable.
• Strong analytical, problem-solving, and decision-making skills; ability to work under pressure and manage multiple priorities.
• Excellent written and verbal communication skills; ability to work with diverse stakeholders.
• Ability to work extended hours as needed; willingness to be available for on-site or remote work as required.

Job Types / Availability

Posted today; focus on operations contact center management with the possibility of on-site or remote work depending on posting.

Note: Some postings include requirements for specific locations (e.g., Taguig, Biñan) and other program-specific details.

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