Customer Service Director

7 days ago

Dumaguete, Central Visayas, Philippines beBeeLeadership Full time ₱800,000 - ₱1,000,000
Job Overview

The Operations Manager plays a vital role in delivering exceptional customer service experiences for our members and providers. As the leader of the Client Care Centre, you will be responsible for providing strategic direction, coaching, and development to the Client Care Representatives (CCRs) to ensure they meet performance targets.

Key Responsibilities:
  • Develop and implement management operating systems to achieve high-quality customer service standards.
  • Collaborate with team members to communicate effectively and ensure consistency across all aspects of service delivery.
  • Directly interact with members as required, ensuring their needs are met and expectations exceeded.
  • Manage team performance on a daily basis, ensuring service and quality objectives are consistently met.
  • Analyze key metrics and work closely with Supervisors to take timely action and drive results.
  • Understand and deliver on key financial objectives, fostering a culture of accountability and transparency.
  • Provide leadership, coaching, and mentoring to develop the competencies of Supervisors and position them for success.
  • Embody the coaching model and foster an environment that values people, encourages participation, creativity, learning, and accountability.
Qualifications and Competencies Required:
  • Proven client service skills, with a focus on delivering exceptional member experiences.
  • Results-oriented leadership capability, with a proven track record of driving business growth.
  • Ability to influence change through positive motivation and build consensus with a decision-making process.
  • Strong coaching, leading, and performance management skills, with a focus on developing sustainable processes and identifying continuous improvement opportunities.
  • Excellent communication skills, with the ability to build supportable business cases to justify change based on logic and understanding.
General Criteria for Job Application:
  • Bachelor's degree or equivalent experience.
  • At least 2 years' recent experience as an Operations Manager supporting a healthcare account.
  • At least 5 years leadership experience, with a strong analytical and problem-solving skillset.
  • Outstanding communication skills, with the ability to deal with stressful situations and deliver difficult news in a tactful and sensitive manner.
  • Adaptability, flexibility, and strong decision-making skills, with a demonstrated ability to lead through change.

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