Operations Manager

1 day ago

Mabalacat, Central Luzon, Philippines beBeeOperations Full time ₱2,665,000 - ₱4,089,000
About the Role

Our organization seeks a seasoned Operations Director to spearhead the management of our Medical Contact Center Operations team in a virtual environment. The ideal candidate will have a proven track record of leading large, diverse teams and driving operational excellence while delivering exceptional customer experiences.


Key Responsibilities
  • Lead a team of 8 to 10 Front Line Supervisors and Staff (total span of control 100+), across 24 x 7 service shifts
  • Direct the overall service-related activities for the team's customer service function. Support the company's customer experience and operations strategies
  • Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming, and employee development
  • Interface with other service functions and business units (e.g., sales, account management, technology) accordingly
  • Direct workforce management execution to optimize operational efficiencies while not compromising the customer experience.
  • Execute technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests. Develop innovative solutions
  • Anticipate Customer needs and proactively develop solutions to meet them;
  • Solve unique and complex problems with broad impact on the business;
  • Develop and manage business plans to achieve objectives.
  • Manage external and internal service compliance; identify risk/compliance opportunities; support assessment and mitigation of identified risks; responsible to corporate risk and other compliance functions
  • Continuously identify, analyze, and drive service expense opportunities by employer group and by account; deliver short- and long-term savings to the organization and customers by enhancing the service experience; influence others to consider the customer's service expense opportunities
  • Act as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff, and driving operational improvement efforts that positively impact customer centricity, accuracy, and efficiency
  • Develop direct reports through coaching, delegation, and guidance to master current roles and expand their influence for more responsibility or another client role
  • Focus on improving the Customer Experience through coaching, guidance, and identification/execution of operational improvement opportunities. Collaborate with Quality and Coaching to improve overall audit performance on customer surveys.

Requirements
  • Strong operational orientation and competence. Demonstrated influential leadership in/with a highly matrixed operations organization.
  • 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 with demonstrated ability to research, problem solve, trouble shoot, lead, influence, and partner across a matrix organization

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