Operations Manager

3 days ago

Makati City, National Capital Region, Philippines beBeeOperations Full time $60,000 - $90,000
Virtual Team Operations Leader

The ideal candidate will have a High School Diploma or equivalent, with a Bachelor's Degree preferred. Additionally, they must have 5+ years of experience managing within a Contact Center or Call Center Operations Management environment.

  • Experience in leading multi-channel virtual operational teams is required.
  • Strong customer service orientation and experience leading in a Customer Centric culture are essential.
  • Experience with Net Promoter Score (NPS) is preferred, and a proven history of improving an operation's overall effectiveness and efficiency while improving the customer experience is necessary.
Job Description:

The Virtual Team Operations Leader is responsible for managing a Medical Contact Center Operations team in a virtual environment. They 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.

They will drive collaboration with matrix partners to understand and deliver upon our promises to our customers, clients, and employees.

Key Responsibilities:
  • Lead a team of 8 to 10 Front Line Supervisors and Staff (total span of control 100+), across 24 x 7 service shifts.
  • Direct the overall service related activities for the team's customer service function. Support the company's customer experience and operations strategies.
  • Develop and manage business plans to achieve objectives.
  • Manage external and internal service compliance; identify risk/compliance opportunities; support assessment and mitigation of identified risks; responsible to corporate risk and other compliance functions.
  • Continuously identify, analyze, and drive service expense opportunities by employer group and by account; deliver short- and long-term savings to the company and customers by enhancing the service experience.
  • Act as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff, and driving operational improvement efforts that positively impact customer centricity, accuracy, and efficiency.
  • Develop direct reports through coaching, delegation, and guidance to master current roles and expand their influence for more responsibility or another client role.
  • Focus on improving the Customer Experience through coaching, guidance, and identification/execution of operational improvement opportunities. Collaborate with Quality and Coaching to improve overall audit performance on customer surveys.
General Safety and Security:
  • Protect the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS).
  • Ensure confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions.
Requirements:
  • Strong operational orientation and competence.
  • Demonstrated influential leadership in/with a highly matrixed operations organization.
  • Proven results in leading an organization 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 a team around a common vision.
  • Exceptional verbal and written communication skills with demonstrated ability to research, problem solve, trouble shoot, lead, influence, and partner across a matrix organization.

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