Operational Excellence Leader

6 hours ago

Iloilo City, Western Visayas, Philippines beBeeOperations Full time ₱3,434,200 - ₱4,611,100
Job Description

The Operations Manager is responsible for overseeing a Medical Contact Center Operations team in a virtual environment. The ideal candidate will be able to motivate and engage a diverse team with varying skills and responsibilities to deliver exceptional customer service during times of change.


Key Responsibilities:

  • Lead a team of 8-10 Front Line Supervisors and Staff, with a total span of control exceeding 100 individuals, across 24/7 service shifts.
  • Direct the overall service-related activities for the team's customer service function, supporting the company's customer experience and operations strategies.
  • Collaborate with Human Resources to develop and implement people initiatives, including compensation planning, performance management, staffing, employee relations, recruitment, training, teaming, and employee development.
  • Interface with other service functions and business units, such as sales, account management, and technology, as required.
  • Direct workforce management execution to optimize operational efficiencies while maintaining the highest level of customer satisfaction.
  • Implement technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests.
  • Develop innovative solutions to meet customer needs, solve complex problems, and drive business results.
  • Manage external and internal service compliance, identify risk/compliance opportunities, support assessment and mitigation of identified risks, and collaborate with corporate risk and compliance functions.

Required Skills and Qualifications
  • High School Diploma or equivalent required; Bachelor's Degree preferred.
  • 5+ years' experience managing within a Contact Center or Call Center Operations Management environment.
  • Proven track record of leading multi-channel virtual operational teams.
  • Experience working in a customer-centric culture with strong customer service orientation.
  • Experience with Net Promoter Score (NPS) preferred, with a proven history of improving operational effectiveness and efficiency while enhancing the customer experience.

Benefits

The ideal candidate will have a proven ability to motivate, inspire, and rally a team around a common vision. They will possess exceptional verbal and written communication skills, with the ability to research, problem-solve, troubleshoot, lead, influence, and partner across a matrix organization.


Competency Requirements
  • Strong operational orientation and competence.
  • Proven leadership 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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