Senior Customer Service Director

1 week ago

Pasig, National Capital Region, Philippines beBeeOperations Full time ₱800,000 - ₱1,100,000
Job Summary

We are seeking a skilled Operations Manager to lead our Medical Contact Center Operations team in a virtual environment.

The successful candidate will engage and motivate a large team with diverse skills, responsibilities, and geographic locations to deliver customer-centered service through a time of significant change.

They will drive collaboration with matrix partners to understand and deliver upon our promises to our customers, clients, and employees.

Responsibilities
  • Leads a team of 8 to 10 Front Line Supervisors and Staff (total span of control 100+), across 24 x 7 service shifts
  • Directs the overall service-related activities for the team's customer service function. Supports 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
  • Interfaces with other service functions and business units accordingly
  • Directs workforce management execution to optimize operational efficiencies while not compromising the customer experience.
  • Executes technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests. Develops innovative solutions
  • Anticipates Customer needs and proactively develops solutions to meet them;
  • Solves unique and complex problems with broad impact on the business;
  • Develops and manages business plans to achieve objectives.
  • Manages external and internal service compliance; identifies risk/compliance opportunities; supports assessment and mitigation of identified risks; responsible to corporate risk and other compliance functions
  • Continuously identifies, analyzes, and drives service expense opportunities by employer group and by account; delivers short- and long-term savings to the company and customers by enhancing the service experience; influences others to consider the customer's service expense opportunities
  • Acts 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
  • Focuses on improving the Customer Experience through coaching, guidance, and identification/execution of operational improvement opportunities. Collaborates with Quality and Coaching to improve overall audit performance on customer surveys.
General Safety and Security
  • Protects the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS).
  • Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions.
Competency 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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