Senior Operations Leader

2 days ago

Batangas, Calabarzon, Philippines beBeeOperational Full time ₱5,000,000 - ₱8,000,000
Job Description

The Operations Manager is responsible for overseeing a Medical Contact Center Operations team in a virtual environment. The 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.

Key responsibilities include leading a team of 8 to 10 Front Line Supervisors and Staff (total span of control 100+), across 24 x 7 service shifts, directing the overall service-related activities for the team's customer service function, and supporting the company's customer experience and operations strategies.

The ideal candidate will have 5+ years' experience managing within a Contact Center or Call Center Operations Management environment, experience in leading multi-channel virtual operational teams, and experience leading in a Customer Centric culture with strong customer service orientation.

Responsibilities:
  • Lead a team of 8-10 Front Line Supervisors and Staff (total span of control 100+)
  • Direct the overall service-related activities for the team's customer service function
  • Support the company's customer experience and operations strategies
  • Interface with other service functions and business units accordingly
  • Direct workforce management execution to optimize operational efficiencies while not compromising the customer experience
Required Skills and Qualifications:
  • High School Diploma or equivalent required. Bachelor's Degree preferred
  • 5+ years' experience managing within a Contact Center or Call Center Operations Management environment required
  • Experience in leading multi-channel virtual operational teams
  • Experience leading in a Customer Centric culture. Strong customer service orientation
Benefits:

This role offers a unique opportunity to drive operational excellence, improve customer satisfaction, and grow professionally in a dynamic and innovative organization.

Others:

Protects the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS).

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