Operations / Contact Center Manager
3 weeks ago
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.
- 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.
- 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.
- 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.
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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