Senior Customer Service Operations Manager

2 days ago

Tarlac City, Central Luzon, Philippines beBeeLeadership Full time ₱2,500,000 - ₱3,500,000

About the Role

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  • As a Senior Customer Service Operations Manager, you will be responsible for leading a team of customer service representatives to deliver exceptional customer experiences. You will work closely with cross-functional teams to drive process improvements, implement new technologies, and develop strategies to meet business objectives.
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Responsibilities

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  • Lead a high-performing team to achieve customer satisfaction and loyalty goals through coaching, mentoring, and performance management.
  • Collaborate with stakeholders to identify business needs and develop solutions to improve operational efficiency, quality, and productivity.
  • Develop and implement training programs to enhance employee skills and knowledge in areas such as communication, problem-solving, and conflict resolution.
  • Analyze data to inform decision-making and drive business outcomes, including metrics such as first contact resolution, average handle time, and customer satisfaction.
  • Foster a culture of continuous improvement by encouraging open communication, providing regular feedback, and recognizing and rewarding outstanding performance.
  • Partner with other departments to ensure seamless integration and alignment with organizational goals.
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Requirements

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  • Bachelor's degree in Business Administration, Communications, or related field.
  • Minimum 5 years of experience in customer service leadership, preferably in a healthcare insurance environment.
  • Proven track record of improving customer satisfaction, reducing complaints, and increasing revenue growth.
  • Strong analytical and problem-solving skills, with ability to interpret complex data and make informed decisions.
  • Excellent communication and interpersonal skills, with ability to build strong relationships with internal and external stakeholders.
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What We Offer

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  • A competitive salary and benefits package.
  • Opportunities for career growth and professional development.
  • A dynamic and supportive work environment.
  • The chance to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.
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