Customer Service Center Manager

4 weeks ago

Taguig, Philippines WTW Full time

Job overview

WTW, Manila/Taguig, National Capital Region, Philippines — Customer Service Center Manager

Join to apply for the Customer Service Center Manager role at WTW

WTW is an equal opportunity employer

The Role
  • Collaborate with U.S. based Service Center Manager to support ongoing client relationship, requirements and resolve escalated client issues as needed
  • Work with U.S. based Service Center Manager to provide reporting and trend information to clients, make recommendations to clients to improve service and efficiencies
  • Consult internally with other WTW colleagues in order to develop domain knowledge for benefits technologies to consult with clients and translate the requirements into call center system functionality.
  • Provide direct management to team members. Train, mentor and develop staff in the Service Center.
  • Perform ongoing feedback, reviews and participate in other people management activities
  • Assist associates with career development
  • Foster teamwork, positive morale, open communication and “make this a great place to work”
  • Drive consistent team methodology, process and deliverables
  • Ensure that standardized work processes, tools, and methodologies are being used to improve quality and profitability
  • Implement standardized work processes, tools, and methodologies within the group to improve quality and profitability
  • Balance workload and maximize utilization for the group
  • Resolve team/resource issues or elevate to service center leadership as needed
The Requirements
  • Strong customer services focus (minimum 4 years’ experience in Customer Service setting).
  • Working knowledge of health & welfare and/or defined benefit pension plans
  • At least 2 years’ experience with people management
  • Strong interpersonal skills particularly in resolving group management issues.
  • Demonstrate strong written and verbal communication, time management, and project organization skills
  • Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems; the ability to use several at the same time
  • Ability and desire to promote professional development of staff
  • Ability to motivate group members to initiate process improvements
  • Ability to learn new technologies and solve problems in a complex environment
  • Be available for extended work hours as needed
  • Demonstrate client service focus and flexibility in supporting client requests
  • Demonstrate commitment to quality and continuous improvement
  • Demonstrate a desire to learn and accept new challenges
#J-18808-Ljbffr

  • Customer Service Center Manager

    4 weeks ago

    Taguig, Philippines WTW Full time

    Overview WTW, Taguig, National Capital Region, Philippines — Customer Service Center Manager (Night Shift) . Responsibilities Collaborate with U.S. based Service Center Manager to support ongoing client relationship, requirements and resolve escalated client issues as needed Work with U.S. based Service Center Manager to provide reporting and trend...

  • Customer Service Center Manager

    2 weeks ago

    Taguig, Philippines Willis Towers Watson Full time

    The Role Collaborate with U.S. based Service Center Manager to support ongoing client relationship, requirements and resolve escalated client issues as needed Work with U.S. based Service Center Manager to provide reporting and trend information to clients, make recommendations to clients to improve service and efficiencies Consult internally with other...

  • Service Center Manager

    1 week ago

    Taguig, National Capital Region, Philippines VISMAY INTERNATIONAL CORP. Full time ₱900,000 - ₱1,200,000 per year

    Qualifications:Bachelor's Degree preferred but will also consider someone with 5+ years of relevant contact center management experienceAt least 2-year experience distribution, consignment or retail service experience as either service advisor.Ability to handle confidential information in a professional mannerAbility to make sound business judgmentsExcellent...

  • Customer Service

    1 week ago

    Taguig, National Capital Region, Philippines CEO Concierge Service Inc. Full time ₱15,000 - ₱30,000 per year

    Job description:At CEO Concierge, we specialize in providing exceptional virtual assistants tailored specifically for CEOs and partners. Our dedicated team of highly skilled and experienced assistants helps CEOs and partners maximize productivity, streamline workflow, and focus on strategic decision-making. Built on the principles of efficiency,...

  • Customer Service Supervisor

    4 weeks ago

    Taguig, Philippines Beauty Republic Internationale Inc Full time

    We’re seeking a motivated Call Center Manager/Team Leader to lead and support our customer service team at Best Reliable Resources Inc., located in BGC Taguig City. You'll ensure excellent service delivery, manage team performance, and drive operational success through coaching, reporting, and process improvement. What You’ll Be Doing Supervise the daily...

  • Customer Service Supervisor 1

    1 week ago

    Taguig, National Capital Region, Philippines WTW Full time ₱900,000 - ₱1,200,000 per year

    DescriptionThe BusinessOur Benefit Outsourcing Solutions business provides benefits administration and outsourcing solutions to many of the world's leading organizations. Our purpose is to help our clients' employees realize the full potential of their benefits, helping them be happier, healthier and more secure.Position OverviewThe Benefits Outsourcing...

  • Customer Service Supervisor 1

    1 week ago

    Taguig, National Capital Region, Philippines Willis Towers Watson Full time ₱900,000 - ₱1,200,000 per year

    The BusinessOur Benefit Outsourcing Solutions business provides benefits administration and outsourcing solutions to many of the world's leading organizations. Our purpose is to help our clients' employees realize the full potential of their benefits, helping them be happier, healthier and more secure.Position Overview:The Benefits Outsourcing Customer...

  • People Services Center Analyst

    1 week ago

    Taguig, Philippines Cadillac GM Full time

    Job Description: Sponsorship - GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE. Work Arrangement: This role is categorized as hybrid. The successful candidate is expected to report to the GM Philippines office three...

  • Customer Service Representative

    1 week ago

    Taguig, National Capital Region, Philippines Firstsource Solutions Limited Full time ₱150,000 - ₱250,000 per year

    Role Description: Working under the direction of the Call Center Supervisor, the Customer Service Representative plays a pivotal role in addressing incoming customer calls concerning reverse mortgage products and servicing matters. As the initial and principal point of contact for customers, the Customer Service Rep will route calls to appropriate service...

  • Senior Leader Contact Center Operations

    3 weeks ago

    Taguig, Philippines TalentHero Full time

    We’re Hiring: Senior Leader – Contact Center Operations (Financial Services) Location: Pasay or Taguig (Full Onsite) Level: Director Are you a seasoned leader with a passion for driving operational excellence and customer experience in the financial services industry? We are looking for a Senior Leader to oversee the end-to-end operations of our...