Senior Client Experience Manager

6 days ago

Sorsogon, Bicol, Philippines beBeeOperations Full time ₱6,500,000 - ₱8,500,000
Job Summary

The Operations Manager is responsible for providing leadership, direction and decision making in a high-volume, fast-paced client service environment.

  • Promote delivery of consistent quality customer service experience by motivating, coaching, developing and equipping Client Care Representatives to meet performance targets.

The ideal candidate will have excellent communication skills, be results-oriented with proven leadership capability and possess strong coaching, leading and performance management skills.

About the Role

This key position ensures delivery of consistent quality customer service experience for Group Benefits Ops members and providers who contact the Client Care Centre. The role involves executing the management operating system requirements for forecasting, planning, follow up reporting and evaluation, managing team performance daily, analyzing metrics and ensuring Supervisors take appropriate action.

Key Responsibilities
  • Manage Team Performance: Ensure service and quality objectives are being attained and maintained on a consistent basis.
  • Leadership and Coaching: Provide leadership, coaching and mentoring to Supervisors to develop their competencies and position them for success.
  • Analyze Metrics: Ensure Supervisors are taking timely action based on analysis of metrics.
Qualifications and Competencies
  • Client Service Skills: Proven ability to provide exceptional client service.
  • Results-Oriented Leadership: Proven leadership capability with a focus on achieving results.
  • Influencing Change: Ability to positively influence change through motivation.
  • Clinical Expertise: Strong coaching, leading and performance management skills.

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