Operations Assistant Manager

2 weeks ago

Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱300,000 - ₱600,000 per year

Job Description:


• Direct Agents to ensure customer satisfaction, improve overall efficiency, and lower abandonment rate.


• Meet, if not exceed all service levels through effective planning and forecasting


• Coach, mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress


• Synergize with other departments namely: Human Resources (HR), Training and Quality Assurance (TQA), Finance and Administration, and Information Technology (IT) to ensure success


• Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency


• Conduct regular staff meetings to discuss the account's status and progress keeping the management team abreast with the latest developments


• Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service


• Work with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships


• Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees


• Perform other duties and responsibilities that may be assigned from time to time


• Envision the program's future and implement plans, strategies and policies to guide and direct employees to achieve it


• Supervise and coordinate the program's operations and make sure employees have the resources needed to do their jobs


• Establishing organizational compliance and control standards to ensure company staff follow ethical business practices


• Establish and maintain operational performance metrics based on identified service level agreements

Qualifications:


•
Minimum of 3-5 years of experience dealing with customers, providers and /or members via phone (Voice Healthcare Account)


•
Has minimum 2-3 years of experience as Team Lead


• Prior experience in Healthcare Services is required.


• Excellent verbal/written communication skills and presentation skills, including the ability to handle interactions with facility personnel, providers, members, and various internal departments in a professional manner.


• Be a highly motivated individual that can work effectively, independently and meet deadlines in an atmosphere of multiple projects and shifting priorities


• Possess effective analytical/problem solving skills


• Ability to use PC-based word-processing, database, and spreadsheet


• Possess extensive knowledge of medical terminology and anatomy


• Subject matter expert on all contracts maintained by Assessment unit


• Ability to speak English fluently is preferred

Work setup: Fully onsite

Work location: Bridgetown Quezon City

Work schedule: Night shift

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