Customer Service Team Manager

5 hours ago

Taguig, National Capital Region, Philippines beBeeHealthcare Full time ₱250,000 - ₱500,000
Job Title

This is a leadership role responsible for managing a team of customer service associates. The incumbent will be expected to lead by example, motivate and coach the team to achieve set targets.

Responsibilities
  • Lead a team of 12-20 customer service associates and motivate them to achieve the team's Service Level Agreements (SLA).
  • Consistently achieve all Key Performance Indicators (KPIs) and SLAs set by clients with strict adherence to quality parameters.
  • Conduct floorwalks regularly to supervise, coordinate and monitor the activities of customer service associates to ensure prompt, courteous and accurate responses to customers.
  • Ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
  • Utilize strong organizational, planning and analytical skills to perform basic arithmetic and statistical analysis for data-driven reporting.
  • Handle escalations, resolve process-related queries and address grievances.
  • Listen to calls and coach the team to enhance performance; monitor calls/chats and provide feedback.
  • Interact with the quality team to obtain feedback on team performance and quality scores.
  • Conduct monthly appraisals and provide feedback by the designated date.
  • Prioritize and assign work, initiate corrective measures for day-to-day issues including scheduling, overtime and break management as needed.
  • Devise strategies to minimize attrition and absenteeism; organize training programs for associates.
  • Collaborate with Human Resources and Administration to resolve issues related to policies, statutory compliances and administrative requirements.
  • Hold team briefings and debriefings before and after each shift; organize weekly team meetings to discuss process changes, quality issues and KPI progress.
  • Initiate and administer rewards and recognition programs; coordinate monthly team outings.
Qualifications
  • Experience: 1-2 years of supervisory experience in healthcare campaigns.
  • Excellent knowledge of Microsoft Office, especially Excel.
  • Education: Undergraduate or Graduate degree.
  • Preferred: Minimum 1 year as Process Leader/Team Expeditor.
  • Core skills: Good written and verbal communication, team management, mentoring, motivation and coaching.
Seniorities & Employment
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Healthcare Provider
  • Industries: Outsourcing and Offshoring Consulting

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