Operations Team Leader

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeLeadership Full time ₱2,500,000 - ₱3,000,000
Job Overview

The Operations Manager oversees a Medical Contact Center operations team in a virtual setting. This role requires engaging and motivating a diverse group of team members with various skills, responsibilities, and geographic locations to deliver customer-centric service during times of change.

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Key Responsibilities:

  • Lead a team of 8-10 Front Line Supervisors and Staff (spanning over 100+ personnel), managing multiple shifts across 24/7 service periods.
  • Direct the overall service-related activities for the team's customer service function, supporting the organization's customer experience and operations strategies.
  • Collaborate with Human Resources on People Initiatives, including compensation planning, performance management, staffing, employee relations, recruitment, training, teamwork, and employee development.
  • Interface with other service functions and business units as needed (e.g., sales, account management, technology).
  • Optimize operational efficiencies while maintaining a high standard of customer service through workforce management execution.
  • Develop innovative solutions to enhance the customer experience and respond to their requests.
  • Anticipate customer needs and develop proactive solutions to meet them.
  • Solve complex problems impacting the business and drive operational improvement efforts that positively impact customer centricity, accuracy, and efficiency.
  • Drive short- and long-term savings by enhancing the service experience and influence others to consider customer-centric opportunities.
  • Exhibit managerial courage, delivering transparent messages to leadership and staff, and driving operational improvements.
  • Cultivate direct reports through coaching, delegation, and guidance to master current roles and expand their influence for more responsibility or client roles.
  • Enhance the Customer Experience through coaching, guidance, and identification/executed operational improvement opportunities. Collaborate with Quality and Coaching to improve overall audit performance on customer surveys.
General Safety and Security
  • Protect organizational assets by adhering to the principles of the Quality Information Security Management System.
  • Ensure confidentiality, integrity, and availability of critical information essential for fulfilling business functions.
Competency Requirements
  • Strong operational orientation and competence, demonstrated influential leadership in highly matrixed operations organizations.
  • Proven results in leading organizations 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 teams around a common vision.
  • Exceptional verbal and written communication skills, demonstrated ability to research, problem-solve, troubleshoot, lead, influence, and partner across matrix organizations.

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