Strategic Operations Director

1 week ago

Mandaue City, Central Visayas, Philippines beBeeOperational Full time ₱1,800,000 - ₱2,400,000

The Role Overview

  • Job Title: Operations Manager
Key Responsibilities:
  • Oversight of a Medical Contact Center Operations team in a virtual environment
  • Motivating and engaging a large team with diverse skills, responsibilities, and geographic locations to deliver customer-centered service during times of significant change
Essential Duties & Responsibilities:
  • Leading a team of 8-10 front-line supervisors and staff spanning over 100+ employees across 24/7 service shifts
  • Directing the overall service-related activities for the team's customer service function, supporting the company's customer experience and operations strategies
  • Executing technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests
  • Anticipating customer needs and proactively developing solutions to meet them
  • Solving unique and complex problems with broad impact on the business
Balancing Service Compliance and Customer Experience:
  • Managing external and internal service compliance; identifying risk/compliance opportunities; supporting assessment and mitigation of identified risks
  • Continuously identifying, analyzing, and driving service expense opportunities by employer group and by account
Leadership and Team Development:
  • Coaching direct reports through delegation, guidance, and performance management to master current roles and expand their influence for more responsibility or another client role
  • Fostering a customer-centric culture by coaching, guiding, and identifying/executing operational improvement opportunities

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