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Customer Service Manager Lead
2 weeks ago
About the Job
We are seeking a highly skilled Team Leader to join our team at Carelon Global Solutions Philippines.
The successful candidate will be responsible for leading a team of Customer Care Representatives (CCRs) and overseeing the day-to-day operations of our contact center.
Key Responsibilities:
- Performance Reviews: Conduct regular performance reviews and implement effective performance management initiatives.
- Liaison Role: Act as a liaison between internal and external stakeholders for program initiatives.
- Critical Account Initiatives: Contribute to the creation, launch, and execution of critical account initiatives and programs.
- Policy and Process Inputs: Provide valuable insights to policies and processes impacting operations.
- Team Management: Lead a team of CCRs to ensure optimal execution of operations activities.
- Workforce Coordination: Coordinate with workforce to meet staffing requirements and schedule agents efficiently.
- Scheduling Optimization: Arrange schedules to meet service metrics by handling forecasts and/or spikes in calls effectively.
- Direct Report Management: Hire, train, coach, counsel, and evaluate the performance of direct reports.
Requirements:
The ideal candidate must have relevant experience and a diploma. If you are a motivated and experienced professional looking for a new challenge, please apply.
