Service Excellence Director

3 days ago

Cavite City, Calabarzon, Philippines beBeeLeader Full time ₱2,000,000 - ₱3,000,000
Job Summary

The Customer Service Manager oversees a Medical Contact Center Operations team in a virtual setting. They motivate and lead a diverse team to deliver Customer-Centered service during times of significant change. This leader collaborates with matrix partners to understand and meet customer promises.


Key Responsibilities
  • Leads a team of 8-10 Front Line Supervisors and Staff (span of control 100+), across 24 x 7 service shifts.
  • Directs the overall service-related activities for the customer service function, supporting the company's customer experience and operations strategies.
  • Leads people initiatives with HR, including compensation planning, performance management, staffing, employee relations, recruitment, training, teaming, and development.
  • Interfaces with other service functions and business units accordingly.
  • Directs workforce management execution to optimize operational efficiencies while maintaining the customer experience.
  • Executes technology and process enhancements to improve operational efficiency, enhance the customer experience, and address customer requests.
  • Anticipates customer needs and proactively develops solutions.
  • Solves complex problems with broad impact on the business.
  • Develops and manages business plans to achieve objectives.
  • Manages external and internal service compliance; identifies risks/compliance opportunities; supports assessment and mitigation of identified risks.
  • Continuously identifies, analyzes, and drives service expense opportunities by employer group and by account.
  • Acts as a change leader, exhibiting managerial courage and driving operational improvement efforts that positively impact customer centricity, accuracy, and efficiency.
  • Develops direct reports through coaching, delegation, and guidance to master current roles and expand their influence.

General Safety and Security
  • Protects the organization's assets by upholding the principles of the Quality Information Security Management System.
  • Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions.

Competency Requirements
  • Strong operational orientation and competence.
  • Proven results in leading an organization and peers through changing business and/or operations priorities.
  • Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team.
  • Ability to motivate, inspire, and rally a team around a common vision.
  • Exceptional verbal and written communication skills, demonstrated ability to research, problem solve, trouble shoot, lead, influence, and partner across a matrix organization.

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